Asst Manager, Appointment & Contact Centre Operations
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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