Executive, Appointment

Family Group: Administration**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.

**MAIN DUTIES AND RESPONSIBILITIES**

**SPECIFIC**:
**Operational Management**
- 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.
- 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.