Manager / Assistant Manager (Contact Centre Operations & Planning), ServiceSG in

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

What the role is:

In an era of rapid and significant change, the Public Service's operational landscape is evolving. We are confronted with intricate challenges that necessitate a reimagined approach to service delivery. The Public Sector Transformation (PST) initiative is our response to these changes, with ServiceSG at the forefront of revolutionizing public service delivery.As part of the current phase of PST, ServiceSG aims to be on par with globally leading companies in our delivery of public services. A key transformation in the delivery of citizen services is to take a citizen-centric service journey approach to organising services in an integrated manner via a) a digital concierge via the LifeSG app, b) a physical concierge via an expanded network of Service Centres; and c) a central contact centre. Our aim is to transform the current citizen experience of having to navigate across different public agencies to an experience of the Public Service “knowing, understanding and interacting with me as One”.There are currently hundreds of hotlines across the Whole of Government (WOG). The Contact Centre team in ServiceSG aims to work with agencies who own these hotlines to streamline and integrate these contact centres, especially those that provide related services. The goal is to establish a central ServiceSG contact centre that can address the queries of citizens across related citizen services, serving as an “outsourced shared service” for selected agencies. The team will also support surges in contact centre call loads for key agencies during peak periods, and act as the central call centre in a national pandemic or crisis.Are you keen to be part of a revolutionary team that is changing the game in government contact centres? ServiceSG is seeking a dynamic, and forward-thinking Manager to join our innovative Contact Centre team to improve citizen experience through transforming our operations. If you're passionate and interested to learn about ops-tech integration and eager to drive change, we want you to be part of a team that is making a real difference.

What you will be working on:

As a Manager / Assistant Manager in our Contact Centre Operations and Planning team, you will play a pivotal role in transforming our contact centre operations through technology and human centric service. Reporting to the Assistant Director, these will be your areas of responsibilities:

Transformation

• Formulate business use cases and secure necessary funding for transformation projects.
• Re-design service workflows to enhance and impact citizens’ experience for contact centre channels.
• Identify and collaborate with technology partners to raise service standards and productivity for the contact centre.

Transformation Ops-Tech Project Management

• Technology: Trial, implement and integrate technology solutions into contact centre operations, ensuring seamless adoption and minimal disruption.
• Training: Develop and implement training programs to upskill contact centre staff on technologies and processes, ensuring a smooth transition and effective utilization of new tools.
• Performance monitoring and management: Establish key performance indicators (KPIs) to assess the effectiveness of transformation initiatives. Regularly monitor and report on progress, make data driven adjustments based on analysis.

Ops Management and Collaboration with Partnering Agencies

• Conduct regular assessments and analysis of contact centre performance metrics.
• Identify areas for improvement and implementing solutions to optimize efficiency and customer satisfaction.
• Collaborate with agencies, cross-channels and functional teams to identify opportunities for service improvement.

What we are looking for:

We are looking for motivated individuals who can work independently in a fast-paced, start-up environment. You should possess the ability to adapt to circumstances, be action-focused, results oriented and comfortable with taking risks, trying out new ideas and work on them to deliver desired outcomes.

An ideal candidate should possess the following:

• [Customer Service and Case Management]: Demonstrate care and empathy in understanding citizen’s underlying needs and going the extra mile to help, and escalating issues/feedback to relevant agency stakeholders as part of the close-the-loop process for policies/services implementation. You should possess the ability to communicate effectively through written and oral presentation.
• [Customer Experience Strategy and Engagement]: Transform service delivery through identifying and translating new technologies to new ways of delivering contact centre services which are more customer-centric and productive. Reimagine the delivery of contact centre services from a customer-centric perspective, identify improvements and redesign the operational or service recovery processes.
• [Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind.
• [Working Effectively with Stakeholders]: Able to work closely with other Public Service agencies to drive the service transformation initiative and achieve better coordination and integration of technology and processes.
• [Procurement and Contract Management]: Proficient in procurement, contract and vendor management processes.
• Demonstrated experience and agility in project management, including planning, execution, and monitoring of complex initiatives.
• Ability to drive change and manage resistance, with a focus on achieving desired outcomes.

Experience in the following would be advantageous:

1. Implementing AI technology in contact centres.
2. Working with contact centre technologies and platforms, such as CRM systems, IVR, and telephony solutions.
3. Familiarity with government security requirements and compliance related to contact centre operations and customer data privacy.

Applicants will typically be notified on whether they are shortlisted or not within 4 weeks of the closing date of the job posting.

Successful candidates will be offered a 1-year contract in the first instance.

About Public Service Division

The Public Service Division (PSD) stewards a trusted Singapore Public Service for a successful and vibrant Singapore. Our 4 key roles include:

• Developing a flourishing and diverse workforce by supporting our public officers' continual growth of skills and creating meaningful careers
• Developing a forward-looking and inspiring community of leaders who are united, resilient, and anchored in public service values and ethos
• Building future-ready public sector organisations by steering and supporting transformation of our organisations and catalysing innovations for organisations to work more effectively
• Driving good governance, values and excellence to safeguard the integrity and reputation of the Public Service and uphold the trust of citizens

Why Join Us

When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well-being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply Purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans.

If you share our passion in reimagining Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us!

|People, Our Pride | Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest |