Job Summary

Support the Assistant Manager/Manager in overseeing the daily operations and system projects of the Contact Centre.
Collaborate with management to develop and implement resource planning strategies that ensure optimal staffing and effective deployment of personnel based on operational needs.
Continuously review and improve workflow processes to enhance efficiency, reduce costs, and improve service delivery. Implement best practices and innovative solutions.
Manage and support various departmental projects, ensuring objectives are achieved on time and within budget. Monitor project progress, address risks, and implement corrective actions when necessary.
Prepare and maintain reports and documentation to provide insights into operational performance, project status, and resource utilization. Use data analysis to support strategic decision-making.
Work closely with other departments and stakeholders to align project goals and operational strategies. Promote a collaborative environment to achieve shared objectives.
Ensure compliance with all relevant regulations and standards. Implement quality assurance measures to maintain high service levels and customer satisfaction.
Perform other duties as assigned by Senior Management.

Specific

MAIN 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.

Sr Executive/ Asst Manager/ Sr Asst Manager - Appointment & Contact Centre