Assistant Manager, Appointment & Contact Centre Operations

About the role

Tan Tock Seng Hospital (TTSH), an anchor hospital of NHG Health, is one of Singapore's largest multidisciplinary hospitals with over 11,000 staff and more than 2,000 beds. As Assistant Manager, Appointment & Contact Centre Operations, you will support the Assistant Director in managing the day-to-day operations and strategic system initiatives of the Appointment & Contact Centre, influencing business outcomes through process improvement, resource optimization, project management and stakeholder collaboration.

Key responsibilities

• Oversee daily contact centre operations, including inbound and outbound calls, chat, email and other channels, ensuring adherence to operational policies and monitoring call volume, queue times and resource allocation.
• Analyse performance reports to identify improvements, implement corrective actions and enhance customer experience.
• Use department systems such as CRM and telephony systems, and work with IT and vendors on technical issues.
• Prepare and present monthly performance metrics to senior management and coordinate with internal and external departments on crisis management and emergency response.
• Align projects with the department's or hospital's long-term goals, act as the main liaison for stakeholders and sponsors, and communicate project updates to executives.
• Secure human, financial and material resources, identify and mitigate high-level risks, give constructive feedback to project teams and support cross-department coordination during emergencies.
• Maintain, file and dispose of forms, documents and data according to hospital policy, update appointment and contact centre procedures, and keep accurate records for management, the Ministry of Health and other parties.

Required profile

• At least a tertiary degree from a recognized university.
• 2-3 years of operations or project management experience in a call centre environment preferred.
• Strong analytical skills, attention to detail and ability to handle complex issues.
• Self-motivated, able to work under pressure, multitask and manage time effectively.
• Able to work independently and as part of a collaborative team, and competent in initiating and driving projects.

Required skills

• Proficiency in Microsoft Office: Outlook, Excel, Word and PowerPoint.
• Excellent verbal and written communication.