Asst Manager, Appointment & Contact Centre Operations
JOB SUMMARY
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.
Key Responsibilities
- Partner with management to develop and implement workforce planning strategies that ensure optimal staffing levels and effective deployment of resources to meet evolving operational demands.
- Drive continuous improvement initiatives by reviewing workflows, identifying opportunities for greater efficiency, and implementing innovative solutions and best practices to enhance service quality and productivity.
- Lead and coordinate departmental projects from planning through execution, ensuring timely delivery, budget adherence, and successful achievement of project objectives.
- Monitor project milestones, manage risks proactively, and implement corrective actions to keep initiatives on track.
- Analyze operational data and prepare meaningful reports that provide insights into service performance, resource utilization, and project outcomes, supporting data-driven decision-making.
- Collaborate closely with internal stakeholders and cross-functional teams to align operational priorities, strengthen partnerships, and achieve shared organizational goals.
- Champion quality, compliance, and customer-centric practices by ensuring adherence to relevant regulations, standards, and service excellence frameworks.
- Undertake additional responsibilities and strategic assignments as directed by Senior Management.
SPECIFIC DUTIES AND RESPONSIBILITIES:
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 Contact Centre procedures.Maintain accurate records and compile data for submission to management, MOH, and other relevant parties.
JOB REQUIREMENTS
- 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.