Job Description

JOB SUMMARY

• Support the Assistant Manager/Manager in overseeing the daily operations and system projects of the Contact Centre.
• Collaborate with management to develop and implement resource planning strategies that ensure optimal staffing and effective deployment of personnel based on operational needs.
• Continuously review and improve workflow processes to enhance efficiency, reduce costs, and improve service delivery. Implement best practices and innovative solutions.
• Manage and support various departmental projects, ensuring objectives are achieved on time and within budget. Monitor project progress, address risks, and implement corrective actions when necessary.
• Prepare and maintain reports and documentation to provide insights into operational performance, project status, and resource utilization. Use data analysis to support strategic decision-making.
• Work closely with other departments and stakeholders to align project goals and operational strategies. Promote a collaborative environment to achieve shared objectives.
• Ensure compliance with all relevant regulations and standards. Implement quality assurance measures to maintain high service levels and customer satisfaction.
• Perform other duties as assigned by Senior 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.

• 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.

• 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.

• 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.
• Excellent verbal and written communication abilities.
• Possesses strong analytical skills to handle complex issues, with the capability to collect, organize, analyze, and process information accurately and with attention to detail.
• A self-motivated individual who thrives under pressure.
• Capable of multitasking and managing time effectively.
• Able to work efficiently both independently and as part of a collaborative team.
• Competent in initiating, delivering, and driving projects independently.

National Healthcare Group