Manager / Senior Manager, Group Contact Centre

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Job ID: 6828

Job Function: Administration

Institution: National University Health System

Manager/Senior Manager, Group Contact Centre

Overview

Drive the vision and lifecycle of Group Contact Centre’s digital system and enhancements to achieve operational excellence. The role involves managing and maintaining the digital system and working closely with business users to drive enhancements that deliver personalized care for patients.The candidate should have a customer-centric mindset, good understanding of a contact centre’s functions and associated info-tech knowledge. The candidate should possess excellent analytical, organizational and communication skills. The candidate plays a critical role in translating the needs of users and business into the digital domain.

Job Responsibilities

• Ensure Digital roadmap, annual workplans and budget submissions are in alignment with FY30 outcome statement.
• Manage product roadmap and backlogs and ensure that vendor and IT partner(s) deliver products on time.
• Gathers feedbacks for system enhancements.
• Leads and participates in system enhancement/change requests from ideation to implementation.
• Provide data-driven evidence to highlight operational gaps and recommend resolutions to address gaps.
• Conduct daily health checks on the digital system to ensure that it is performing within stipulated performance standards.
• Work with vendor, IT partners(s) and users to implement resolutions to close gaps.
• Ensures 6 monthly UAM review is done so that the list of users is kept up to date and unnecessary accesses are deleted.
• Track and ensure that established SLAs are met.
• Contract and addendums are current and up to date.
• Leads and manage on boarding of other departments within NUHS to the digital system and maintain an oversight on all requirements.
• Delivers training for all new joinees within the department on the use of digital system.
• Ensure that training materials and programs are current, relevant to staff, meets learning objectives and operational needs.

Job Requirements

• Bachelor’s degree in business, computer science or a related field.
• Minimum 5 years working experience in Contact Centre and/or IT Product/Project Management
• Experience in healthcare operations is preferred
• Strong analytical and problem solving skills with data driven approach to decision making
• Proven track records of managing, launching or scaling digital products
• Experience with Agile development methodologies
• Good written and oral communication skills
• Passion for healthcare or customer service