Manager, Group Contact Centre(7803)

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). As part of the strategic roadmap, the 4 Contact Centres have integrated into one, forming the OneNUHS Group Contact Centre, to handle enquiries, appointment related requests etc. from patients and the public. As the Quality and Training Lead, you will be responsible for continuous process improvement and quality assurance within the OneNUHS Group Contact Centre. You will also be responsible for planning, coordinating, and executing training (of processes, products and services) for all staff to ensure consistent delivery of the OneNUHS Contact Centre vision of “Incredible care, anytime, anywhere”.

Job Responsibilities:

• Lead/partner with internal and external users to develop, review and perform continuous process improvement.
• Lead, develop and drive quality-related activities to build a strong quality culture within the Contact Centre.
• Develop quality control indicators and implement quality assurance audits.
• Analyse data/statistics to identify and anticipate issues and trends, and proactively implement improvement programs.
• Lead and review process improvement initiatives and operational analysis to improve workflows, individual agent, and overall Contact Centre performance to ensure that consistent high quality patient experience is delivered.
• Partner with Institution Leads, Business Analyst and external teams (HR, Quality Improvement Unit, Patient Relations Dept and Specialty Ops teams) to ensure training content and materials are aligned to NUHS and Group Contact Centre’s Vision, Workplans and kept up to date.
• Lead, design, and deliver training and coaching programs to meet training effectiveness through regular reviews, patient feedback, call playback and observations, in addition to data analysis on quality and operation performance.
• Establish skills matrix for all levels of staff and perform Learning Needs Analysis (LNA) for all staff. Highlight gaps and put in place a training plan to close gaps.

Job Requirements:

• At least 2-3 years of working experience in Quality and training-related fields.
• Experience in QA methodologies, workflow, and statistical tools for analysing processes and data will be an advantage.
• Experience in a contact centre environment will be an added advantage.
• Strong analytical skills, systematic thought process, ability to think creatively and respond to changes.
• Meticulous, with ability to multi-task.
• Good written and oral communication skills. Comfortable communicating cross-functionally in formal and informal settings and able to synthesize information and findings.