Position
Call Centre Supervisor
Reference
Closing Date
9th August 2026
Job Summary
- Manage Call Centre within the Patient Experience Department, according to the standard requirement of the company.
- Ensure Call Centre Operators professionally manage public’s/customer’s and employee enquiries following the company’s image
Professional Requirements
- Minimum of two (2) years of Call Centre Service or as a Call Centre Operator
- Familiarity with the functions of Switchboard, operator console or PABX System
Educational Requirements
- Minimum of Higher National Diploma (HND) with credit in Malay & English subject
- An undergraduate degree in related field from an institute recognised by Ministry of Education is desirable.
- Candidates who have equivalent qualifications through education accredited by Ministry of Education may be considered for assignment to this position.
Specialised Skills/Knowledge/Attribute Requirement
- Advanced knowledge of Customer Service principles and practices.
- Basic knowledge of hospital’s services, facilities and promotions is desirable.
- Any relevant courses attended will be seen as an advantage.
- Computer knowledge and skills required.
- Must be fluent in oral and written Malay & English. Other languages will be seen as an advantage.
Principles Duties and Responsibilities
- Oversee the performance of all telephone operators according to the standard requirement of the company.
- Ensure the Call Centre is running efficiently 24/7
- Ensure all telephone operators are able to:
- Take important messages and appropriately convey the message to relevant person
- Provide accurate information of the hospital’s services, facilities and up-to-date promotion to the caller.
- Handle emergency calls activation and execute necessary action plans in accordance with established guidelines and standard operating procedures (SOPs).
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service by maintaining politeness and professional.
- Prepare duty roster for call centre assistants and operators.
- Monitor, maintain and ensure that all telephone interactions, call logs and reports are complete.
- Provide reports and data analysis as requested by the Patient Experience Department and ensure the reports are catalogued appropriately for easy access and retrieval of documentation.
- Ensure the company’s internal directory network on Bandwagon is maintained and updated regularly.
- Regularly update the Standard Operating Procedures that best fit for the Call Centre Operations
- Create and Implement Call Centre scripts that lays out proper response to the most common complaints to maintain effective service quality.
- Provide necessary leadership, guidance and advice to the Call Centre Assistants and Operators as and when required.
- Develop and provide orientation program and on-the-job-training for new employees.
- Performs other duties as assigned by respective supervisor.
- To conduct service recovery should there be any incident.
For any interested applicants, please click here to apply.