Contact Centre Transformation Manager

Public Service Division (Singapore); Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

Public Service Division (Singapore) is leading ServiceSG to transform citizen experience by centralising contact centre operations and integrating digital and physical concierge services through LifeSG and an expanded Service Centre network. The role focuses on transforming operations via technology, aligning with agencies, and delivering citizen-centric service improvements.

You will oversee project timelines, training, and performance metrics while driving change and collaboration across

Qualifications

• Demonstrated care and empathy in understanding citizen’s underlying needs and escalating issues within the governance context.
• Transform service delivery through identifying and translating new technologies to more customer-centric and productive contact centre services.
• Strong analytical and critical thinking abilities; able to work with ambiguity and synthesize data to propose timely solutions.
• Able to work closely with Public Service agencies to drive service transformation and coordination of technology and processes.
• Proficient in procurement, contract and vendor management processes.

Responsibilities

• Develop and execute transformation strategy for ServiceSG’s contact centre operations.
• Formulate business use cases and secure funding for transformation projects.
• Redesign service workflows to improve citizens’ experience across contact centre channels.
• Collaborate with technology partners to raise service standards and productivity.
• Manage timelines, resources, contracts, and budgets for transformation initiatives.
• Oversee technology adoption, training programs, and performance monitoring.
• Coordinate with ServiceSG agency partners to identify goals and improvements.
• Assess contact centre performance metrics and implement efficiency improvements.
• Collaborate across agencies and channels to identify opportunities for service improvement.

Skills

Customer service

Stakeholder management

Analytical thinking

Project management

Change management

Tools

CRM systems

IVR systems

Telephony platforms

Job description

Public Service Division (Singapore) is leading ServiceSG to transform citizen experience by centralising contact centre operations and integrating digital and physical concierge services through LifeSG and an expanded Service Centre network. The role focuses on transforming operations via technology, aligning with agencies, and delivering citizen-centric service improvements.

You will oversee project timelines, training, and performance metrics while driving change and collaboration across