Asst Manager, Appointment & Contact Centre Operations HCY

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.

For interested candidates, please send your most recent and updated resume to [Confidential Information]

Tsin Chien Yee Sally
R25127272
Recruit Express Pte Ltd
EA License No. 99C4599