Senior Executive / Assistant Manager - Call Centre

Brief Summary

We are seeking a dynamic (Senior) Executive / (Senior) Assistant Manager to spearhead operational strategies and performance reviews. This role emphasizes change management and enhancing service standards within a collaborative environment.

Responsibilities

• Collaborate with the Institution Lead to drive operational strategies and capacity planning. Assist in leave and roster planning, managing staff schedules for daily operations. Prepare documentation for the annual budgeting process and monitor budget utilization. Ensure timely completion of call and email audits, and regularly conduct staff performance appraisals, including action plan development and review. Address complex feedback escalated by Service Team Leaders and manage staff disciplinary issues effectively. Implement quality improvement projects to enhance service standards within the contact centre, working alongside the Institution Lead. Generate and present monthly performance reports to management.

Requirements

• A recognised Degree in any discipline. Relevant experience in healthcare and/or contact centre operations, along with knowledge of contact centre processes and systems. Exceptional interpersonal and communication skills to foster relationships across various levels. Proven leadership abilities with a focus on team motivation and operational goal attainment. Self-directed and resourceful, equipped with analytical skills and effective problem-solving capabilities. Ability to manage multiple tasks and perform well in a high-pressure environment. Proficient in MS Office applications. Candidates with supervisory experience are preferred.