Asst Manager

Team Manager (Virtual Service Centre)

Role Summary

Virtual Service Centre serves as NHG Health’s single digital front door to connect to our Central-North residents to accessible community health and healthcare services. As Team Manager, you will provide strategic leadership across multiple teams through your Team Leads, translating executive strategy into clear, actionable direction for frontline agents across all service areas. You will drive operational excellence and deliver an exceptional experience for every resident we serve.

Key Responsibilities

1. Drive performance excellence by analysing comprehensive team metrics and developing targeted improvement initiatives to ensure services are consistently delivered with high quality, improving call handling efficiency, reducing customer wait times, and achieving strong first-call resolution rates.
2. Be an advocator of service excellence by ensuring that your team meets the service targets such as waiting time and abandonment rate.
3. Collaborate with NHG Health institutions and external healthcare partners to deliver integrated, seamless services throughout the customer journey, maintaining effective stakeholder communications across hospital networks.
4. Provide oversight to Training, Quality Assurance, and Workforce Management teams to ensure call service agents are effectively equipped to uphold service standards, driving improved agent performance and an enhanced customer experience.
5. Support strategic budgeting and resource planning including manpower forecasting, capacity planning, and allocation decisions aligned with operational demands.
6. Lead change management initiatives from planning to implementation, ensuring new processes are smoothly transitioned into operations and effectively adopted by staff.
7. Manage high-level customer escalations effectively whilst ensuring consistent service delivery and process adherence across all teams, upholding quality standards that meet healthcare compliance requirements and customer service expectations.

Requirements

1. Diploma or Degree in any field of study
2. Five to eight years of experience in contact centre or customer service operations, with demonstrated experience in managing supervisors or team leads. Experience in healthcare operations is advantageous.
3. Strong leadership capabilities, including stakeholder management, cross-functional collaboration, executive-level communication, and the ability to drive change management and process improvements.
4. Advanced analytical skills with proficiency in performance dashboards, reporting tools, and workforce management systems
5. Budget management experience including resource allocation and capacity planning
6. Strong written and verbal communication skills
7. Must be available to work alternative Saturday half-days (mornings) as part of operational requirements