Senior / Service Team Leader, Group Contact Centre (JR2272)

As part of Group Contact Centre, the Senior / Service Team Leader's key role is to ensure optimal operational efficiency and customer satisfaction in the provision of Contact Centre services.

Job Responsibilities:Monitor performance real-time and manage resources / deploy manpowerPrepare statistics and reportsShare and broadcast updates to the teamExecute new workflows, improvement intiatives and changesSupervise Customer Service Associate's (CSAs) perfromance by performing regular call / email audits and conducting regular performance reviewsConduct periodical training for CSAs if requiredHandle feedbacks from internal and external parties by conducting investigation and service recovery

Job Requirements:Diploma in any disciplineAt least - 3 years of experience in the healthcare industry, contact centre environment and/or service related industry2 years of experience in leading a team of staffExhibit Good interpersonal and communication skillsCustomer centric and service orientedCompetent in using computer software and applicationsAble to multi-task and work under a stressful environmentStrong communication skills in English and Mother TongueAble to read and write fluently in English