Assistant Manager, Group Contact Centre(6067) - Singapore - National University Health System

Description

NUHS provides healthcare delivery through the National University Hospital (NUH), Ng Teng Fong General Hospital (NTFGH), Jurong Community Hospital, Alexandra Hospital (AH) and the National University Polyclinics (NUP).

Currently, the institutions have their own Contact Centres to handle enquiries and appointment scheduling requests from patients and the public.

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

Job ResponsibilitiesSupports the Institution Lead to oversee and manage the operations by:

Assisting in leave and roster planning and manages roster of staff for daily operationsPreparing documents for annual budgeting cycle and monitor budget utilizationSharing and broadcasting updates to the teamEnsures that call / email audits are completed.

Conducts performance appraisal of staff regularly by developing and reviewing staffs' actions plans.
Manage and resolve complex feedbacks which are escalated by Service Team Leaders and handles staff's disciplinary issues.
Implement quality improvement projects to promote service standard and quality improvement of the Contact Centre with Institution Lead.
Prepare monthly performance report for updates to management with Institution Lead.
Job RequirementsA recognized Degree in any discipline. Fresh graduates are welcomed.
Preferably with relevant experience in Healthcare or/and Contact Centre, and knowledge of Contact Centre processes and systemsPossess exceptional interpersonal and communication skills with the ability to develop strong working relationship at various levelsStrong leadership qualities with the ability to motivate and nurture the team to meet operational goalsSelf-directed, resourceful and self-motivated with an analytical mind and good problem-solving skillsAble to multi-task and work under a stressful environmentProficient in MS Office applicationsCandidates with supervisory role are preferredCompany information

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