Customer Experience Leader - Contact Centre Excellence

Ministry of Manpower; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

The Ministry of Manpower in Singapore is looking for a dedicated individual to enhance customer experience in the MOM Contact Centre. You will drive performance improvements, leverage data analytics, and manage vendor operations. The ideal candidate possesses a tertiary qualification and relevant experience in contact centre operations and data analysis. Strong analytical and communication skills are essential. This role provides an opportunity to significantly impact how citizens interact with government services, working towards service excellence and continuous improvement.

Qualifications

• Experience in contact centre operations or service delivery.
• Proficiency in advanced data analysis tools is highly valued.
• Strong written and verbal communication skills.

Responsibilities

• Drive effective performance of the MOM Contact Centre.
• Enhance policies to improve customer self-service capabilities.
• Use data analytics to drive service innovation.
• Manage customer feedback and service recovery initiatives.
• Collaborate to improve customer-facing systems.
• Ensure business continuity planning for service excellence.
• Optimize budget and resource allocation.

Skills

Analytical thinking

Communication skills

Vendor management

Data analysis

Collaboration

Education

Tertiary qualification in relevant field

Job description

The Ministry of Manpower in Singapore is looking for a dedicated individual to enhance customer experience in the MOM Contact Centre. You will drive performance improvements, leverage data analytics, and manage vendor operations. The ideal candidate possesses a tertiary qualification and relevant experience in contact centre operations and data analysis. Strong analytical and communication skills are essential. This role provides an opportunity to significantly impact how citizens interact with government services, working towards service excellence and continuous improvement.