Contact Centre Executive (6 Month Contract)

The Executive (Temp) will assist in the operations and management of the Contact Centre, ensuring efficient communication between patients and healthcare providers. Responsibilities may include coordinating staff, implementing policies and procedures, managing patient inquiries, and optimizing service delivery through implementation of systems. The role requires strong time management skills, experience in healthcare administration, and the ability to handle high-pressure situations while maintaining a focus on patient satisfaction.

MAIN DUTIES AND RESPONSIBILITIES

SPECIFIC

• Collaborate with both internal and external stakeholders to develop and implement improvement plans.
• Support relocation initiatives, including User Acceptance Testing (UAT), by coordinating with vendors and clinics.
• Contribute to the creation of training materials for relocation projects.
• Ensure timely handling of IT job requests and inquiries, adhering to a response timeframe of three working days.
• Organize weekly meetings and follow up on action items with vendors and internal stakeholders regarding the telephony project.
• Assist in the development of functional specifications, call scripts, IVR workflows, and other relevant documentation for the project.
• Oversee and support Contact Centre projects, including user acceptance testing and additional requests.
• Facilitate the transfer of knowledge and skills from physical staff to the Chatbot system.
• Continuously enhance and fine-tune the Chatbot based on user interactions.
• Analyze data to align with user needs and expectations, thereby improving overall company efficiency.

GENERAL

• Ensure that all pertinent forms, documents, and data are systematically organized, securely stored, and disposed of in compliance with hospital policies.
• Document and regularly update the procedures for the Contact Centre.
• Maintain accurate records and compile data for submission to Management, the Ministry of Health (MOH), and other relevant stakeholders.

JOB REQUIREMENTS

• Diploma in Business Administration, Public Health, or Healthcare Management is preferred.
• A minimum of three years of experience in a Contact Centre environment or in operations/project management is desirable.
• Excellent communication and interpersonal skills are essential.
• Proficiency in Microsoft Office applications is required.
• Ability to work effectively under pressure and independently in a dynamic environment is necessary.
• Strong leadership and interpersonal skills are crucial.

A service-oriented and customer-focused mindset is expected