Call Centre Manager

Job Description

Your role: 1. Customer Service Operations & Team Management • Lead and manage the Customer Service team supporting DrGo customers from 8:00 a.m. to 12:00 midnight, 7 days a week, including public holidays and severe weather conditions. • Ensure adequate manpower planning, roster management, and service continuity to maintain agreed service levels. • Oversee the handling of customer enquiries, feedback, complaints, and escalations through multiple service channels. • Monitor team performance KPIs and service quality to ensure a high standard of customer care and regulatory compliance. • Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency. • Identify customer needs and promote relevant DrGo and partner healthcare products, services, and value-added solutions through appropriate cross-selling opportunities. • Drive team awareness and achievement of cross-selling targets while maintaining a customer-centric approach and high service standards. • Monitor cross-selling performance and implement coaching, training, and incentive initiatives to enhance team effectiveness. Show More