Senior Executive, Group Contact Centre

Senior Executive, Group Contact Centre

Overview 

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.

Job Responsibilities:

• Support the Institution Lead in overseeing the daily Contact Centre activities, ensuring efficient resource allocation across all channels and effective staff rostering to support service delivery.
• Monitor and analyse performance metrics, identify areas for improvement, and implement strategies with Institution Lead to enhance service quality.
• Ensure timely dissemination of information, escalation of issues and resolution of problems.
• Manage escalated feedback and addresses staff disciplinary matters in accordance with institutional guidelines.
• Ensure timely completion of call and email audits and staff receive prompt feedback from Service Team Leaders to support continuous improvement.
• Conduct regular staff performance reviews with Service Team Leaders and follow up with the development & action plans.
• Prepare monthly performance report for updates to management with Institution Lead.

Job Requirements:

• A recognised Degree in any discipline
• Minimum 2 to 3 years of experience in healthcare and/or Contact Centre operations, with a sound understanding of Contact Centre processes and systems
• Demonstrate strong interpersonal and communication skills, with the ability to build effective working relationships across all levels of the institutions
• Self-directed, resourceful and motivated, with strong analytical and problem-solving skills
• Able to multi-task and perform well in high-pressure environment
• Proficient in MS Office applications