Call Centre Manager

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.

2. End-to-End Customer Journey Management

• Ensure customers can successfully complete their DrGo video consultation journey with minimal disruption.

• Act as the key coordination point among various stakeholders, including:

  • End customers
  • Medical partners and healthcare professionals
  • Courier and logistics partners
  • Internal departments such as IT, Operations, Product, and Marketing

• Proactively identify and resolve service issues impacting customer experience.

• Collaborate with stakeholders to improve service processes and maintain a user-friendly customer journey.

3. Customer Insights, Reporting & Analytics

• Analyze raw data of customer enquiries, complaints, and feedback to identify trends, pain points, and service improvement opportunities.
• Prepare regular operational reports, dashboards, and management presentations.
• Translate customer feedback and operational data into actionable business insights and recommendations.
• Track key customer service KPIs including SLA achievement, customer satisfaction, complaint trends, and operational productivity.
• Utilize advanced Excel and PowerPoint skills to present findings effectively to management and stakeholders.

4. Digital Transformation & Process Enhancement

• Drive the adoption of AI, automation tools, and emerging technologies to optimize customer service operations.
• Develop and implement solutions for customer feedback monitoring, ticket categorization, trend analysis, and service quality management.
• Identify opportunities to streamline workflows, reduce manual effort, and improve response efficiency.
• Partner with IT and relevant departments to evaluate, test, and deploy new technologies that enhance the customer experience and operational effectiveness.
• Foster a culture of innovation and continuous improvement within the Customer Service function.

To Succeed in this Role:

Education & Experience

• Bachelor's degree in Business Administration, Customer Service Management, Communications, Healthcare Management, or related disciplines.
• Minimum 5–8 years of customer service or contact centre experience, with at least 2–3 years in a supervisory or managerial capacity.
• Experience in healthcare, telemedicine, digital platforms, insurance, or service-oriented industries is an advantage.