Assistant Supervisor / Supervisor, Customer Contact Centre (Referral Team & Relocation)

About the role

NHG is hiring an Assistant Supervisor / Supervisor for its Customer Contact Centre, covering the Referral Team and Relocation function in Q1 2027. The role manages and directs the Patient Information Associates (PIAs) who handle customer support and appointment bookings from daily referral orders into the NGEMR system, ensuring efficient use of resources and high customer satisfaction.

Key responsibilities

• Supervise and manage PIAs so they apply service policies correctly when handling and resolving patient enquiries.
• Improve the team's productivity and accuracy to support contact centre goals.
• Take part in new hire interviews and confirmation appraisals, and coach and train PIAs on service policies, product knowledge and enquiry handling.
• Help PIAs resolve complex referral bookings, appointment requests and escalated issues, and handle call escalations.
• Ensure referral orders from polyclinics, GPs and other healthcare institutions are booked into the NGEMR system daily.
• Run monthly monitoring and coaching sessions, give regular feedback and manage team performance, PDPA and CRM adherence, punctuality and discipline.
• Supervise emergency activation for the hospital, maintain records of hospital events and activities, and handle administrative tasks such as roster planning, overtime claims, appraisals and meetings.
• Monitor and coach PIAs who fail call monitoring audits, review department performance, attend meetings and training, and represent the team on special projects.
• Perform the work of agents during peak periods.

Required profile

• Minimum GCE 'A' level or Diploma.
• 3 years of supervisory experience in a contact centre.
• Strong customer service track record, critical and analytical thinking, and strong written and communication skills.
• Able to work two rotating shifts.
• Willing to relocate to the Ubi area in March/April 2027.

Required skills

• Proficiency in computer navigation and administrative skills.
• Promoting cost-saving and environmentally friendly measures, and taking part in process improvement projects.