[Govt Hospital] 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 sallytsin@recruitexpress.com.sg Tsin Chien Yee Sally R25127272 Recruit Express Pte Ltd EA License No. 99C4599