Join our dynamic team at a leading Australian-based healthcare staffing provider, where your expertise and leadership can truly shine!
As a vital member of our customer service management team, you will play a crucial role in monitoring Service Level Agreements, overseeing a dedicated 24/7 customer service team, and ensuring the delivery of high-quality services to our clients.
With a focus on excellence, you will lead by example, providing continuous feedback and driving improvements to achieve and surpass our Key Performance Indicators (KPIs).
Rostering Officer (Call Center Coordinator)Our new Rostering Officer will be responsible for but are not limited to:
Report to the Labour Hire Manager – Australia
Serve as the primary point of contact for all rostering enquiries and duties
Coordinate all rostering requests ensuring they are completed accurately and in a timely manner to reflect consumer requests
Update, maintain, and log roster changes (or similar system) to ensure accuracy
Manage and prioritize workload in a constantly changing high volume environment to meet consumer requests and business needs whilst maintaining a strong focus on quality of work
Maintain rostering systems (SANDWAI), and updating roster databases with employee availability, consumer preferences, leave requests and other relevant information
Monitor hours worked by employee to ensure they are working within the scope of industrial relations obligations
Demonstrates a high level of customer service to consumers, general public and staff in a prompt, professional and effective manner
Communicate sensitively, openly and effectively with consumers, their families / carers and / or advocates, substitute decision makers and other staff including providing prompt, courteous and relevant responses to all enquiries including internal and external requests
Strive for continuous improvement in work practices by seeking and reporting opportunities for improvement
Work safely at all times to protect the health, safety and welfare of self, colleagues and consumers
Other responsibilities as directed by manager/team leader
To be considered for this role, you must have:
1 year relevant experience in call center, rostering, customer service.
Knowledge and experience in answering calls and responding to customer requests
Computer literacy, and experience in using electronic rostering systems and consumer databases.
(Microsoft office 365, Sandwai)
Excellent interpersonal and customer service skills
Advanced decision-making, problem-solving skills, and ability to work under pressure.
Ability to work within a team collaboratively and contribute to the function of the department
Attention to detail, accurate data entry and record management
Ability to work efficiently in a fast paced environment
Well-developed time management and organizational skill
Working Hours24 HOURS (SHIFT ON ROTATION)
Benefits & AllowancesEntitlement of various leaves such as Annual Leave, Compassionate Leave, Paternity Leave, Maternity Leave and etc.
Monthly Attendance Allowance.
Christmas bonus after 1 year service.
Your application will include the following questions:
Which of the following statements best describes your right to work in Malaysia?
What's your expected monthly basic salary?
How many years' experience do you have as a Centre Coordinator?
Do you have customer service experience?
How would you rate your English language skills?
Have you worked in a call centre before?
Which of the following languages are you fluent in?
Are you willing to undergo a pre-employment background check?#J-18808-Ljbffr