Healthcare Contact Centre Operations Lead

NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

The National University Health System (NUHS) is seeking an Assistant Manager to drive change and optimize the Group Contact Centre operations across NUH, NTFGH, JCH, AH, and NUP. You will work with the Institution Lead on capacity planning, performance reviews, and continuous improvement initiatives.

You will manage rosters, budgeting documentation, and staff performance, while guiding Service Team Leaders and Customer Service Associates to deliver service excellence and strong stakeholder

Qualifications

• Degree in any discipline.
• Preferably with healthcare or contact centre experience and knowledge of contact centre processes and systems.
• Excellent interpersonal and communication skills to collaborate with stakeholders at all levels.
• Strong leadership and team development capabilities to motivate and coach a high-performing team.
• Self-motivated with analytical and problem-solving skills, able to work independently in a fast-paced environment.
• Able to manage multiple priorities in a dynamic setting.
• Prior supervisory experience and ability to lead and motivate teams is preferred.

Responsibilities

• Partner closely with the Institution Lead to support day-to-day management and smooth Group Contact Centre operations.
• Assist in leave and roster planning and manage staff rosters to meet service expectations.
• Prepare documents for annual budgeting and monitor budget utilization.
• Share and broadcast updates to the team.
• Ensure timely completion of audits and performance reviews.
• Communicate effectively and guide Service Team Leaders and Customer Service Associates.
• Conduct staff performance appraisals and develop action plans.
• Collaborate to drive quality improvement initiatives that enhance service excellence and customer satisfaction.
• Prepare monthly performance reports and management updates with key findings and opportunities.

Skills

Interpersonal skills

Communication

Leadership

Team development

Analytical thinking

Problem-solving

Time management

Education

Degree in any discipline

Job description

The National University Health System (NUHS) is seeking an Assistant Manager to drive change and optimize the Group Contact Centre operations across NUH, NTFGH, JCH, AH, and NUP. You will work with the Institution Lead on capacity planning, performance reviews, and continuous improvement initiatives.

You will manage rosters, budgeting documentation, and staff performance, while guiding Service Team Leaders and Customer Service Associates to deliver service excellence and strong stakeholder