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Call Center Team Lead

2 weeks ago

Puchong, Malaysia Medlink Healthcare Group Sdn Bhd Full time

**Company Overview**:
Medlink Healthcare Group (MHG) provides a range of essential healthcare services, including Emergency and Non-Emergency Patient Transport, Ambulance Services, Industrial Emergency Coverage, Event Coverage, and Medical Supplies. We aim to improve healthcare accessibility and support our clients with quality services at affordable prices.

**Position Overview**:
The Call Center Team Lead at Medlink Healthcare Group (MHG) is responsible to manage our emergency and non-emergency dispatch operations. This role involves leading a team of call agents, ensuring service excellence, and coordinating closely with ambulance crews. As you will be supporting Singapore-based clients and teams, strong communication and cross-border coordination skills are essential.

**Duties and Responsibilities shall include but not limited to**:
**Leadership & Supervision**
- Lead and coach call centre agents to meet service and operational targets.
- Monitor performance, provide feedback, and conduct training and evaluations.
- Manage rosters, shifts, and attendance for 24/7 coverage.

**Call Handling & Dispatching**
- Handle emergency and non-emergency calls with professionalism.
- Assess call urgency and dispatch ambulances accordingly.
- Maintain clear, accurate communication with ambulance crews.

**Operations Support**
- Coordinate with field teams and departments to ensure smooth operations.
- Oversee data entry, call documentation, and follow-ups.

**Quality & Compliance**
- Ensure compliance with protocols and regulatory standards.
- Identify areas for improvement and support audit documentation.

Performs other related duties as assigned.

**Job Details**:
**Work Days: Rotational Shifts Monday - Sunday (Including Public Holidays)**

**Working Hours (12 hrs with 1hr break)**

**Shift Timing: 0800hrs - 2000hrs (Day Shift) | 2000hrs - 0800hrs (Night Shift)**

*Comprehensive training will be provided to help you succeed in this role.

**Requirement**:

- Minimum 3 years of experience in a call centre environment, preferably in healthcare, emergency, or operations.
- Experience in a supervisory or team lead role.
- Strong communication skills in **English** to liaise effectively with **Singapore-based clients and internal teams**.
- Strong leadership, interpersonal, and conflict resolution skills.
- Ability to work in high-pressure and fast-paced environments with a calm and solution-focused approach.
- Proficient in dispatch systems, call tracking, and Microsoft Office tools.
- Willingness to work on shifts, including weekends and public holidays.

**Do take note of the following**:
**1) Office Location**:Zest Point** **Lebuhrayay Bukit Jalil Bandar Kinrara 9 47180 Puchong Selangor**
**2) Nearest LRT: Alam Sutera**

**Job Types**: Full-time, Permanent

Pay: RM3,500.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Day shift
- Holidays
- Night shift
- Rotational shift
- Weekend jobs

Supplemental Pay:

- Overtime pay
- Performance bonus

Work Location: In person