Senior Manager, Contact Centre Operations & Analytics

National University Health System; Singapore; Presencial; SGD 120.000 - 190.000; Jornada completa

Descripción de la vacante

NUHS is seeking a dynamic leader to head the Group Contact Centre, responsible for overall performance, service excellence, and continuous improvement across channels. You will align workforce planning, budget oversight, and analytics to deliver outstanding patient experience.

You will manage a multidisciplinary team including a Business Analyst, drive dashboards, capacity planning, and stakeholder engagement, while ensuring governance and compliance with organisational policies.

Formación

• A recognised Degree in any discipline.
• Experience in healthcare or contact centre operations is preferred.
• Strong leadership and communication skills applicable to a multisite environment.

Responsabilidades

• Oversee the overall performance of the NUHS Contact Centre.
• Drive operational strategy, workforce planning, and service excellence across channels.
• Lead the Business Analyst and ensure governance over data reporting and dashboards.

Conocimientos

Leadership

Strategic Planning

Data Analysis

Stakeholder Management

People Management

Service Excellence

Educación

Bachelor's degree

Herramientas

Power BI

SQL

Excel

Descripción del empleo

NUHS is seeking a dynamic leader to head the Group Contact Centre, responsible for overall performance, service excellence, and continuous improvement across channels. You will align workforce planning, budget oversight, and analytics to deliver outstanding patient experience.

You will manage a multidisciplinary team including a Business Analyst, drive dashboards, capacity planning, and stakeholder engagement, while ensuring governance and compliance with organisational policies.