Assistant Manager, Group Contact Centre

National University Polyclinics; Singapore; On-site; SGD 56,000 - 72,000; Full time

Job summary

National University Health System in Singapore seeks an Assistant Manager to drive change and determine operational strategies for the Contact Centre. You will lead capacity planning, performance reviews and collaborate with the Institution Lead to deliver service excellence and customer satisfaction across the contact services.

The role requires a recognised degree and strong leadership, communication and analytical skills to manage multi‑priority tasks in a fast-paced healthcare environment

Qualifications

• Recognised degree in any discipline.
• Experience in healthcare or contact centre environments and knowledge of contact centre processes.
• Excellent interpersonal and communication skills with the ability to build relationships and collaborate with stakeholders at all levels.
• Strong leadership and team development capabilities to motivate, coach, and nurture a high-performing team.
• Self-motivated and resourceful with strong analytical & problem-solving skills in a fast-paced environment.
• Able to manage multiple priorities in a demanding environment.
• Prior supervisory experience and ability to lead and motivate teams preferred.

Responsibilities

• 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.

Skills

Leadership

Team development

Communication skills

Analytical & problem-solving

Stakeholder management

Multitasking

Coaching/Mentoring

Education

Bachelor's degree or equivalent

Tools

Contact centre systems

Job description

Institution: National University Health System

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

• 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.