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 Appointment & Contact Centre procedures.
• Maintain accurate records and compile data for submission to management, MOH, and other relevant parties.  

What We're Looking For:

• 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.

Interested candidates, please contact us :

Tele : @jacechooo
WA : https://wa.me/+6582976283
Email : jacechoo@recruitexpress.com.sg

Jace Choo Oi Kei
Personnel EA License No.: R1875164
Recruit Express Pte Ltd (EA Licence No.: 99C4599