Contact Centre Transformation Manager

Public Service Division; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

Public Service Division in Singapore leads the PST initiative through ServiceSG to deliver citizen-centric services via a unified approach. We seek a Manager to reshape the contact centre by blending technology with human-centred service, reporting to the Assistant Director.

You will drive transformation projects, training programmes and KPI monitoring, partnering with agencies to optimize processes and improve overall citizen experience.

Qualifications

• Demonstrate strong customer service and case management skills with clear communication.

Responsibilities

• Formulate business use cases and secure funding for transformation projects.
• Redesign service workflows to improve citizen experience across contact centre channels.
• Collaborate with technology partners to raise service standards and productivity.
• Technically trial, implement and integrate solutions within contact centre operations.
• Develop and implement training to upskill staff on new tools and processes.
• Establish KPIs to measure transformation outcomes and adjust based on data.

Skills

Customer Service

Customer Experience

Stakeholder Management

Project Management

Change Management

Data Analysis

Tools

CRM systems

IVR

Telephony solutions

Job description

Public Service Division in Singapore leads the PST initiative through ServiceSG to deliver citizen-centric services via a unified approach. We seek a Manager to reshape the contact centre by blending technology with human-centred service, reporting to the Assistant Director.

You will drive transformation projects, training programmes and KPI monitoring, partnering with agencies to optimize processes and improve overall citizen experience.