Job Title:  Call Centre Supervisor

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

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.

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.

Closing Date

9th August 2026