Senior Exec (Contact Center/Healthcare/Office Hour)(ID:671570) - #1100461

Job Scopes:

1. Oversee daily operations of the Contact Centre (CC) to ensure smooth workflow and service excellence.

2. Maintain proper documentation of work processes, patient inquiries, appointment bookings, and emergency activations.

3. Identify and implement process improvements and automation opportunities to enhance efficiency.

4. Monitor and analyze CC performance metrics such as handling time, turnaround time, and patient satisfaction.

5. Develop service standards and guidelines to drive continuous improvement.

6. Investigate and conduct root-cause analysis for feedback received to enhance service quality.

7. Manage departmental purchases and coordinate system upgrades with technical support teams.

8. Recruit, train, mentor, and supervise Patient Service Associates, including performance reviews and development.

Job Requirements:

1. Recognized degree in any discipline with 1-4 years of relevant work experience, preferably in a contact center.

2. Prior experience in healthcare or hospital CC operations is an advantage.

3. Strong written, communication, and interpersonal skills.

4. Proactive, well-organized, and capable of planning and multitasking effectively.

5. Able to work independently and collaboratively in a fast-paced, dynamic environment.

Interested candidates who wish to apply for the advertised position, please clock on “Apply”. We regret that only shortlisted candidates will be notified.
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