Assistant Director, Group Contact Centre

About the role

The National University Health System (NUHS) runs Contact Centres that handle patient enquiries and appointment scheduling requests. As Assistant Director, Group Contact Centre, you will be responsible for the overall performance of the Contact Centre, working closely with the Head, Group Contact Centre. You will drive operational strategy, workforce planning, service excellence and continuous improvement, and provide direction and oversight to the Business Analyst supporting the Group Contact Centre.

Key responsibilities

• Operations: ensure systems are ready and reliable, oversee consistent customer service across all channels, optimise manpower and resources, track and analyse performance indicators, manage the department budget, and resolve escalations promptly.
• Business analytics, systems and continuous improvement: lead the Business Analyst, govern data acquisition, validation, analysis and reporting, direct performance dashboards, workload projections and capacity planning, and guide the analyst on technology refreshes and system improvement projects.
• Customer service: drive customer satisfaction and service quality targets, manage feedback and complaints, and work with stakeholders to improve patient experience.
• People leadership: manage, motivate and develop a multidisciplinary team, run performance management and recruitment and retention strategies, and foster engagement.
• Communication: promote open collaboration, timely escalation and resolution of issues, and embed NUHS Core Values in team behaviour.

Required profile

• A recognised degree in any discipline.
• Relevant experience in a healthcare and/or contact centre environment is preferred, with knowledge of contact centre operations, processes and systems.
• Strong leadership, interpersonal and communication skills, and the ability to manage multiple priorities in a fast-paced environment.
• Ability to supervise analytical work, turn data into actionable insights and communicate recommendations clearly.

Required skills

• Proficiency in Microsoft Office applications.
• Familiarity with data analysis and visualisation tools such as Excel, Power BI, Tableau or SQL is an advantage.
• Experience in process improvement, system implementation, testing or technology-enabled transformation is an advantage.