JOB DESCRIPTION Job Responsibilities The Head of Contact Centre will shape the future of OneNUHS Contact Centre, being committed to delivering a great customer contact experience through various customer contact channels.
The Head shall possess a strategic mindset to chart service and digital transformation, have strong leadership capabilities to lead and inspire the contact centre team and excellent interpersonal skills to collaborate with partners to drive and influence change, thereby improving service quality and delivery to our patients. He/she will identify opportunities for improvement in business processes as well as implementing and facilitating NUHS strategic and business plans. Reporting to the Chief Operating Officer, he/she will:
- Set the strategy for the development of the Contact Centre, keeping abreast of new practices and technologies, ensuring consistent high quality in service delivery to customers.
- Oversee to ensure smooth daily operations of the Contact Centre through partnership with our Healthcare Professionals such as Nursing, Clinicians and our Department Managers, delivering best in class service, meeting or exceeding all KPIs and within budget.
- Manage the end to end customer contact processes and their associated customer experience, supporting cross institutions initiatives to improve efficiency. He/she will ensure that quality assurance, compliance, regulatory and legal obligations are met across all such customer interactions.
- Apply best practices, develop continuous improvement plans and make recommendations based on employee and patients’ feedback.
- Develop digital roadmap and be a key driver on the use of new tools and technologies: Telephony system, CRM and knowledge directory to create a cost effective operation consistently achieving KPIs.
- Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/ projects to support and achieve improvements in the customer experience.
- Make use of data analytics to help the Contact Centre optimise its performance.
- Lead and inspire contact centre management team at all levels to create motivated and engaged team players. Inculcate quality culture and strive for excellence in all areas and assist to implement strategic HR Management policies/programmes to achieve business goals, customers' expectations and staff satisfaction.
Job Requirements - Bachelor Degree in any discipline
- At least 8 years’ relevant working experience in the healthcare or service industry.
- Proven track record related to leading a service driven contact centre with experience of managing an operation through periods of significant change.
- Excellent leadership, mentoring and relationship building skills to lead and motivate the team, with the ability to engage directors and managers across departments and institutions to achieve goals and objectives.
- Strong analytical skills with good understanding and working knowledge of latest self-help technologies and telecom opportunities.
Interested applicants are invited to email a detailed resume stating your current and expected salary by clicking Apply Now.
Please indicate in the subject title as: "Head, Contact Centre”
We regret that only shortlisted candidates will be notified.
WORK LOCATION
Nearby Transportations
Address
1E Kent Ridge Road Singapore
