Assistant Manager, Group Contact Centre

Overview

The National University Health System (NUHS) delivers healthcare services through the National University Hospital (NUH), Ng Teng Fong General Hospital (NTFGH), Jurong Community Hospital (JCH), Alexandra Hospital (AH), and National University Polyclinics (NUP). These institutions are supported by Contact Centres that manage patient enquiries and appointment scheduling requests from patients and the public.

As Assistant Manager, your role is to drive change, determine operational strategies, capacity planning and performance reviews together with Institution Lead.

Key Responsibilities

You will partner closely with the Institution Lead to support the day-to-day management and smooth operations of the Group Contact Centre:

• Assist in leave and roster planning and manages roster of staff for daily operations, to ensure service expectations are met.
• Prepare documents for annual budgeting cycle and monitor budget utilization.
• Share and broadcast updates to the team.
• Timely completion of audits and performance reviews.
• Communicate effectively and provide guidance to Service Team Leaders and Customer Service Associates.
• Conducts staff performance appraisal regularly by developing and reviewing actions plans.
• Manage and resolve complex feedback which are escalated by Service Team Leaders and handles staff’s disciplinary issues.
• Collaborate with the Institution Lead to drive quality improvement initiatives that enhance service excellence, operational effectiveness, and customer satisfaction across the Contact Centre.
• Collaborate with the Institution Lead to prepare monthly performance reports and management updates, ensuring accurate documentation of key findings, insights, and opportunities for continuous improvement.

Requirements

• A recognised Degree in any discipline.
• Preferably with relevant experience in Healthcare or/and Contact Centre, and knowledge of contact centre processes and systems.
• Excellent interpersonal and communication skills, with the ability to build strong working relationships and collaborate effectively with stakeholders at all levels of the organisation.
• Strong leadership and team development capabilities, with the ability to motivate, coach, and nurture a high-performing team to achieve operational goals and service excellence.
• Self-motivated and resourceful, with strong analytical & problem-solving skills and the ability to work independently in a fast-paced environment.
• Able to manage multiple priorities and perform effectively in a fast-paced and demanding environment.
• Candidates with prior supervisory experience and a proven ability to lead and motivate teams will be preferred.