Full Time Asst Manager, Appointment - Contact Centre Operations Jobs, in Tan Tock Seng Hospital - Maukerja

About Us

Tan Tock Seng Hospital (TTSH), an anchor hospital of NHG Health, is one of Singapore's largest and pioneering multidisciplinary hospitals with a dedicated healthcare team of over 11,000. We operate more than 2,000 beds and provide care across more than 60 clinical disciplines.

About The Role

As a key member of the team, you will support the Assistant Director in managing the day-to-day operations and strategic system initiatives of the Appointment & Contact Centre. This role offers the opportunity to influence business outcomes through process improvement, resource optimization, project management, and stakeholder collaboration.

What You Will Do

Operational Management

• Oversee daily Contact Centre operations, including inbound/outbound calls, chat, email, and other communication channels.
• Ensure strict adherence to operational policies and procedures.Monitor call volume, queue times, and resource allocation to maintain service levels.
• Analyze performance reports to identify areas for improvement and implement corrective actions.
• Implement strategies to enhance customer experience and satisfaction.
• Ensure the effective use of department systems (e.g., CRM systems, telephony systems).Collaborate with IT and vendors to resolve technical issues.
• Assist in preparing and presenting monthly performance metrics to senior management.
• Coordinate with internal and external departments to support crisis management or emergency response activities.
  
  

Project Management

• Align projects with the department’s or hospital’s long-term goals and objectives.
• Act as the primary liaison for key stakeholders and sponsors.Communicate project updates, challenges, and successes at the executive level.
• Ensure the availability of resources (human, financial, and material) to achieve project goals.Identify and mitigate high-level risks effectively.
• Provide constructive feedback to project teams to optimize outcomes.
• Support coordination efforts between the Contact Centre and other departments during emergencies or crisis scenarios.
  
  

General

• Ensure proper maintenance, filing, and disposal of forms, documents, and data per hospital policies.
• Regularly update and document Appointment & Contact Centre procedures.
• Maintain accurate records and compile data for submission to management, MOH, and other relevant parties.
  
  

What We're Looking For

• At least a tertiary degree from a recognized university.
• Preferably 2 - 3 years of operations/ project management in a call centre environment.Proficient in using Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
• Excellent verbal and written communication abilities.
• Possesses strong analytical skills to handle complex issues, with the capability to collect, organize, analyze, and process information accurately and with attention to detail.
• A self-motivated individual who thrives under pressure.
• Capable of multitasking and managing time effectively.
• Able to work efficiently both independently and as part of a collaborative team.
• Competent in initiating, delivering, and driving projects independently.
  
  

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