Editorial summary

The government hospital is seeking an Assistant Manager for Appointment and Contact Centre Operations with a salary of 7,000. The role involves developing workforce planning strategies, driving continuous improvement initiatives, and leading departmental projects to enhance service quality and operational efficiency. Candidates should possess strong project management skills and the ability to implement innovative solutions. The position offers an opportunity to contribute to the hospital's operational excellence within a structured government healthcare environment.

This summary is AI-generated and may contain inaccuracies. Please refer to the full job description below.

Job description

[This job id 31104 first appeared in Job-Q.com on 10 Sep 2026]

Key Responsibilities

• Partner with management to develop and implement workforce planning strategies that ensure optimal staffing levels and effective deployment of resources to meet evolving operational demands.
• Drive continuous improvement initiatives by reviewing workflows, identifying opportunities for greater efficiency, and implementing innovative solutions and best practices to enhance service quality and productivity.
• Lead and coordinate departmental projects from planning through execution, ensuring timely delivery, budget adherence, and successful achievement of project objectives.
• Monitor project milestones, manage risks proactively, and implement corrective actions to keep initiatives on track.
• Analyze operational data and prepare meaningful reports that provide insights into service performance, resource utilization, and project outcomes, supporting data-driven decision-making.
• Collaborate closely with internal stakeholders and cross-functional teams to align operational priorities, strengthen partnerships, and achieve shared organizational goals.
• Champion quality, compliance, and customer-centric practices by ensuring adherence to relevant regulations, standards, and service excellence frameworks.
• Undertake additional responsibilities and strategic assignments as directed by Senior Management.

SPECIFIC DUTIES AND RESPONSIBILITIES:

Operational 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.

Project Management

• 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.

General

• 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.  

JOB REQUIREMENTS

• 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.

For interested candidates, please send your most recent and updated resume to

Tsin Chien Yee Sally
R25127272
Recruit Express Pte Ltd
EA License No. 99C4599

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