job description
Join the National University Health System (NUHS) as a Senior Manager, Group Contact Centre and lead the digital transformation of our patient care services. In this pivotal role, you will drive innovation, optimize operational excellence, and enhance patient experiences through cutting-edge contact center strategies. Based in the vibrant regions of Bali, you will collaborate with cross-functional teams to implement best-in-class solutions that elevate service delivery and operational efficiency.
As a leader in healthcare technology, NUHS is committed to fostering a culture of continuous improvement and digital innovation. This is your opportunity to make a meaningful impact in a dynamic, patient-centered environment while advancing your career in a globally recognized healthcare institution.
Responsibility
- Develop and execute a comprehensive digital strategy for the NUHS Contact Centre to enhance patient engagement and operational efficiency.
- Lead and mentor a high-performing team, fostering a culture of innovation, collaboration, and continuous improvement.
- Implement advanced contact center technologies, including AI-driven chatbots, CRM systems, and analytics tools, to streamline operations.
- Monitor and analyze key performance indicators (KPIs) to identify trends, measure success, and drive data-informed decision-making.
- Collaborate with IT, clinical, and administrative teams to ensure seamless integration of contact center solutions with broader healthcare systems.
- Oversee the design and delivery of training programs to upskill contact center staff on new technologies and best practices.
- Ensure compliance with healthcare regulations, data privacy standards, and organizational policies.
- Drive patient satisfaction by optimizing response times, resolution rates, and overall service quality.
Qualifications
- Bachelor's degree in Business Administration, Information Technology, Healthcare Management, or a related field. Master's degree preferred.
- Minimum of 8 years of experience in contact center management, with at least 3 years in a senior leadership role.
- Proven track record of implementing digital transformation initiatives in a healthcare or customer service environment.
- Strong expertise in contact center technologies, including CRM platforms, IVR systems, and workforce management tools.
- Excellent leadership, communication, and stakeholder management skills.
- Analytical mindset with the ability to interpret complex data and translate insights into actionable strategies.
- Knowledge of healthcare regulations and compliance standards is a plus.
- Certification in contact center management (e.g., CCMP, COPC) is advantageous.