Senior/Executive (KKH Central Appointments)

Job Description

You will be involved in the day-to-day operations of Central Appointments and be accountable for meeting Key Performance Indicators (KPIs) such as call abandoned rate, email response time, as well as other KPIs, that may be introduced from time to time.  This is achieved through studying the daily/weekly/monthly performance of the team, identifying gaps in processes or staff skill sets and making recommendations to Management in mitigate risks and resolve issues that prevent the team from achieving optimal efficiencies. 

You will be responsible for ensuring that all service recovery issues and patients’ enquiries and feedback are managed professionally, and investigate causes of discrepancies and complaints to ensure resolution and closure.

You are required to adopt and operationalize Quality Assurance framework to ensure that the team of Call Centre agents are appropriately skilled to deliver a consistently high level of service across for outpatient appointments.

You will also need to undertake adhoc projects as assigned.

Requirements

• Recognized Degree with at least 2 years of supervisory experience in Call Centre environment or working with teams in a healthcare setting
• Patient and possess good people management skills
• Able to work in a dynamic, stressful and diverse environment
• Willing to travel to Jalan Bukit Merah