Senior / Executive, Group Contact Centre
Overview and Purpose of the Position
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). Currently, the institutions have their own Contact Centres to handle enquiries and appointment scheduling requests from patients and the public.As Executive/Senior Executive, your role is to drive change, determine operational strategies, capacity planning and performance reviews together with Institution Lead.
Job Responsibilities:
- Supports the Institution Lead to oversee and manage the operations by:
- Assisting in leave and roster planning and manages roster of staff for daily operations
- Preparing documents for annual budgeting cycle and monitor budget utilization
- Sharing and broadcasting updates to the team
- Ensures that call / email audits are completed
- Conducts performance appraisal of staff regularly by developing and reviewing staffs actions plans
- Manage and resolve complex feedbacks which are escalated by Service Team Leaders and handles staff's disciplinary issues
- Implement quality improvement projects to promote service standard and quality improvement of the contact centre with Institution Lead
- Prepare monthly performance report for updates to management with Institution Lead
Job Requirements:
- A recognised Degree in any discipline. Fresh graduates are welcomed.
- Preferably with relevant experience in Healthcare or/and Contact Centre, and knowledge of contact centre processes and systems
- Possess exceptional interpersonal and communication skills with the ability to develop 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 under a stressful environment
- Proficient in MS Office applications
- Candidates with supervisory role are preferred
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