Director of Contact Center Operations & Analytics

National University Polyclinics; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

National University Health System (NUHS) is seeking a strategic Head of Group Contact Centre to drive service excellence and performance across NUH, NTFGH, JCH, AH, and National University Polyclinics. You will lead a multidisciplinary team and oversee analytics, dashboards, and continuous improvement initiatives.

In this role you will shape workforce planning, manage budgets, and ensure excellent patient experience in a dynamic healthcare setting, partnering with stakeholders and vendors to

Qualifications

• A recognised degree in any discipline.
• Preferably experience in healthcare and/or contact centre operations.
• Strong leadership to inspire high-performing teams.
• Excellent interpersonal and communication skills with stakeholders.
• Self-directed, analytical, problem-solving and decisive.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Ensure operational readiness and reliability of Contact Centre systems.
• Oversee timely, professional, and consistent customer service across channels.
• Optimize manpower and resources to meet service demands.
• Monitor performance metrics to drive continuous improvement.
• Manage department budget and ensure policy compliance.
• Collaborate with stakeholders and vendors to improve processes.
• Lead recruitment and workforce planning for operational needs.

Skills

Leadership

Communication

Analytical thinking

Problem solving

Stakeholder management

Multi-tasking

Education

Degree in any discipline

Tools

Excel

Power BI

Tableau

SQL

Job description

National University Health System (NUHS) is seeking a strategic Head of Group Contact Centre to drive service excellence and performance across NUH, NTFGH, JCH, AH, and National University Polyclinics. You will lead a multidisciplinary team and oversee analytics, dashboards, and continuous improvement initiatives.

In this role you will shape workforce planning, manage budgets, and ensure excellent patient experience in a dynamic healthcare setting, partnering with stakeholders and vendors to