Assistant Manager – Group Contact Centre

About the role

The National University Health System (NUHS) is seeking an Assistant Manager to lead its Group Contact Centre. In this senior‑executive position you will partner with the Institution Lead to shape operational strategy, manage capacity planning and drive performance improvements across multiple healthcare institutions.

Key responsibilities

• Assist the Institution Lead in day‑to‑day management of the Contact Centre, including leave and roster planning to meet service expectations.
• Prepare documentation for the annual budgeting cycle and monitor budget utilisation.
• Communicate updates, conduct audits and performance reviews, and ensure timely completion of all compliance activities.
• Provide guidance and coaching to Service Team Leaders and Customer Service Associates.
• Conduct regular staff performance appraisals, develop action plans and handle disciplinary matters.
• Resolve complex escalated feedback and collaborate on quality‑improvement initiatives.
• Prepare monthly performance reports and management updates with key insights and recommendations.

Required profile

• A recognised degree in any discipline.
• Relevant experience in healthcare or contact‑centre environments, with knowledge of contact‑centre processes and systems.
• Strong interpersonal and communication abilities to build relationships at all organisational levels.
• Demonstrated leadership, team‑development and coaching capabilities.
• Self‑motivated, analytical and able to work independently in a fast‑paced setting.
• Ability to manage multiple priorities and perform under pressure.
• Prior supervisory experience is preferred.

Required skills