Asst Director, Group Contact Centre(5099) - Singapore - National University Health System

Description

Asst Director, Group Contact Centre(5099)

ASSISTANT DIRECTOR, GROUP CONTACT CENTRENUHS provides healthcare delivery through the National University Hospital (NUH), Ng Teng Fong General Hospital (NTFGH), Jurong Community Hospital, Alexandra Hospital (AH) and the National University Polyclinics (NUP).

The NUHS Group Contact Centre handles all enquiries and appointment scheduling requests from patients and the public for all NUHS institutions.

As Assistant Director, you will be responsible for the overall performance of the Contact Centre. You will drive change, and work with the Head on operational strategies, capacity planning, cost/benefit analysis and performance reviews.
You can expect to work in a fast-paced environment and be challenged to navigate complex healthcare needs.


Job Responsibilities :

Leads operations at the NUHS Group Contact Centre and ensure 24/7 system readinessEnsure staff consistently deliver timely and professional response across all channelsOptimize resources to handle all channelsTrack and monitor processes through performance indicators.

Trend analysis and benchmark key performance indicatorsEnsure timely dissemination of information, escalation of issues and resolution of problemsLiaison person between Institutions and Group Contact Centre.

Partners both internal and external stakeholders to ensure patients' positive experience along the continuum of careResponsible for customer satisfaction/ experience scores.

Works closely with stakeholders to continuously improve service levels and delight patients.

Lead, motivate, guide and train admin and ancillary staff to perform to the best of their abilities and to develop their potential.

Develop Individual Development Plan (IDP) for staff to ensure they receive appropriate training and development so that they possess necessary knowledge and skills to carry out their roles.

Create a conducive environment to facilitate open communication between staff and managementSupport Head, Group Contact Centre on staff recruitment and retention effortsLead quality improvement projects within the centreDrive and implement change(s) to workflows and processes to enhance service standardsRequirementsA recognized Degree in any discipline.

At least 8 years' experience in Healthcare and/or Contact CentrePossess strong interpersonal and communication skills with track record of strong working relationship at various levelsStrong leadership qualities with the ability to motivate and nurture the team to meet operational goalsSelf-directed, resourceful and self-motivated with an analytical mind and good problem-solving skillsAble to multi-task and work in a stressful environmentProficient in MS Office applicationsRegistration No CReport this job advert

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