Asst Director, Group Contact Centre

Job ID:  5099
Job Function:  Administration
Institution:  National University Health System



NUHS 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 readiness
  • Ensure staff consistently deliver timely and professional response across all channels
  • Optimize resources to handle all channels
  • Track and monitor processes through performance indicators. Trend analysis and benchmark key performance indicators
  • Ensure timely dissemination of information, escalation of issues and resolution of problems
  • Liaison person between Institutions and Group Contact Centre. Partners both internal and external stakeholders to ensure patients’ positive experience along the continuum of care
  • Responsible 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 management
  • Support Head, Group Contact Centre on staff recruitment and retention efforts
  • Lead quality improvement projects within the centre
  • Drive and implement change(s) to workflows and processes to enhance service standards



  • A recognised Degree in any discipline.
  • At least 8 years’ experience in Healthcare and/or Contact Centre
  • Possess strong interpersonal and communication skills with track record of strong working relationship at various levels
  • Strong leadership qualities with the ability to motivate and nurture the team to meet operational goals
  • Self-directed, resourceful and self-motivated with an analytical mind and good problem-solving skills
  • Able to multi-task and work in a stressful environment
  • Proficient in MS Office applications