Assistant Supervisor, Customer Contact Centre (Relocation2027)

NHG Health; Singapore; On-site; SGD 50,000 - 78,000; Full time

Job summary

NHG Health is seeking an Assistant Supervisor / Supervisor for the Customer Contact Centre in Singapore. The role oversees the Referral Team & Relocation in Q1 2027, directing Patient Information Associates to handle referrals, bookings, and enquiries efficiently.

The position requires a minimum GCE A level or Diploma, with 3 years of supervisory experience in a contact centre, and strong communication and analytical skills.

Qualifications

• Minimum GCE ‘A’ level or Diploma.
• 3 years supervisory experience in a contact centre.
• Critical and analytical thinking skills.
• Strong written and communication skills.
• Proficient in computer navigation and administrative skills.
• Able to perform 2 rotating shifts.
• Willing to accept office relocation ubi area in March/April 2027.

Responsibilities

• Supervise and manage the Patient Information Associates (PIA) to ensure service policies are applied in handling patient enquiries.
• Improve productivity and accuracy of the team to support contact centre goals.
• Participate in new hire interviews and confirmation appraisals.
• Coach and train PIAs on policies, product knowledge and enquiry handling.
• Support PIAs in handling complex referral bookings and escalated issues.
• Ensure timely completion of referral orders booked into NGEMR daily.
• Conduct monthly coaching sessions and provide feedback.
• Manage team performance, PDPA and CRM adherence, punctuality and discipline.
• Handle call escalations and resolve patient issues.
• Attend department management meetings as required.

Skills

Supervisory experience

Analytical thinking

Communication skills

Administrative skills

Shift flexibility

Education

GCE A level

Diploma

Job description

NHG Health is seeking an Assistant Supervisor / Supervisor for the Customer Contact Centre in Singapore. The role oversees the Referral Team & Relocation in Q1 2027, directing Patient Information Associates to handle referrals, bookings, and enquiries efficiently.

The position requires a minimum GCE A level or Diploma, with 3 years of supervisory experience in a contact centre, and strong communication and analytical skills.