Assistant Director, Group Contact Centre

Overview

The National University Health System (NUHS) delivers healthcare services through the National University Hospital (NUH), Ng Teng Fong General Hospital (NTFGH), Jurong Community Hospital (JCH), Alexandra Hospital (AH), and National University Polyclinics (NUP). These institutions are supported by Contact Centres that manage patient enquiries and appointment scheduling requests from patients and the public.

You will be responsible for the overall performance of the Contact Centre. Working closely with the Head, Group Contact Centre, you will drive operational strategies, workforce planning, service excellence, and continuous improvement initiatives, while providing direction and oversight to the Business Analyst supporting the Group Contact Centre.

You will thrive in a dynamic and fast-paced environment, where you will be challenged to navigate complex operational demands and drive excellence in patient experience and service delivery.

Key Responsibilities

Operations

• Ensure operational readiness and reliability of Contact Centre systems.
• Oversee the delivery of timely, professional, and consistent customer service across all communication channels.
• Optimize manpower and operational resources to meet service demands efficiently.
• Track, monitor and analyse key operational and service performance indicators to identify trends, benchmark performance, and drive continuous process improvements and service enhancements.
• Manage the department's budget and resources effectively, ensuring optimal utilization, cost efficiency, and compliance with approved budgets and organisational policies.
• Work closely with internal and external stakeholders to enhance patient experience and service outcomes.
• Ensure prompt service recovery, issue resolution, and escalation of critical operational matters when required.

Business Analytics, Systems & Continuous Improvement

• Lead and oversee the Business Analyst, including setting work priorities, clarifying deliverables, reviewing outputs, and supporting capability development and performance.
• Provide governance over the acquisition, validation, analysis, and consistent reporting of Contact Centre data, including workload volumes, abandonment rates, customer feedback, operational performance indicators, and Key Result Areas.
• Direct the development of performance dashboards, management reports, workload projections, and capacity-planning analyses to support evidence-based decisions on service improvements, resource allocation, and workforce requirements.
• Guide the Business Analyst in identifying root causes, translating data into actionable recommendations, and partnering with internal stakeholders and external vendors to improve processes and Contact Centre performance.
• Oversee the Business Analyst’s contribution to technology refreshes and system-related improvement projects, including requirements gathering, planning, testing, validation, deployment support, and post-implementation review.
• Ensure analytical work, databases, documentation, and recommendations are accurate, timely, secure, and aligned with operational needs, organisational policies, and relevant project management practices.

Customer Service

• Drive the achievement of customer satisfaction and service quality targets.
• Work closely with stakeholders to continuously improve service standards and patient experience.
• Manage feedback and complaints effectively, ensuring timely response and resolution.

People Leadership & Talent Management

• Manage, motivate, and develop a multidisciplinary team, including service staff and the Business Analyst, driving performance, accountability, capability development, and career growth.
• Conduct performance management and staff development initiatives.
• Drive recruitment, workforce planning, and retention strategies to support operational requirements.
• Foster employee engagement and cultivate a positive, collaborative work environment.

Communication 

• Foster open communication and collaboration between management and staff.
• Ensure timely communication, effective issue escalation, and drive the resolution of operational challenges through proactive problem-solving and recommendation of solutions.
• Cultivate a positive and inclusive workplace culture by embedding NUHS Core Values into team behaviours, decision-making, and service delivery.
• Fostering a culture of professionalism, integrity, collaboration, and service excellence in all interactions and decision-making.

Requirements

• A recognised Degree in any discipline.
• Preferably with relevant experience in a healthcare and/or contact centre environment, with knowledge of contact centre operations, processes, and systems.
• Strong leadership capabilities with the ability to inspire, motivate, and develop high-performing teams to achieve operational excellence.
• Excellent interpersonal and communication skills, with the ability to build and maintain effective working relationships with stakeholders across all levels.
• Self-directed, resourceful, and self-motivated, with strong analytical thinking, problem-solving, and decision-making skills to achieve operational goals.
• Able to manage multiple priorities and perform effectively in a fast-paced and demanding environment.
• Demonstrated ability to supervise analytical work, translate operational data into actionable insights, and communicate recommendations clearly to management and stakeholders.
• Familiarity with data analysis and visualisation tools such as Excel, Power BI, Tableau, or SQL will be an advantage.
• Experience in process improvement, system implementation, testing, or technology-enabled transformation will be an advantage.
• Proficient in Microsoft Office applications.