Public Sector Contact Centre Ops & Transformation Lead

Public Service Division (Singapore); Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Public Service Division in Singapore is seeking a strategic and hands-on professional to lead the transformation of its contact centre operations within ServiceSG. The role focuses on delivering omnichannel, citizen-centric service across Whole-of-Government channels and ensuring performance, governance and continuous improvement.

You will manage day-to-day operations, oversee outsourced partners, coordinate with agencies and auditors, and drive AI-enabled initiatives to future-proof contact

Qualifications

• Experience in delivering customer service and managing cases.
• Ability to shape customer experience strategy and engagement.
• Clear thinking and sound judgement in complex scenarios.
• Effective collaboration with diverse stakeholders.
• Experience with procurement and contract management.
• Awareness of AI and digital transformation initiatives.

Responsibilities

• Drive day-to-day operational excellence across all service channels.
• Meet KPIs for stakeholder agencies’ service channels.
• Investigate and address poorly rated calls and complaints.
• Develop and implement improvement plans for service lapses.
• Monitor contact centre data to identify trends.
• Anticipate and manage ad hoc and seasonal surges.
• Assist planning decisions to optimise resources.
• Oversee outsourced operations ensuring accountability.
• Manage the outsourced vendor with regular reviews.
• Coordinate with auditors for annual audits.
• Design processes for seamless, omnichannel service.
• Set up processes to deliver omnichannel service with PSD channels.
• Maintain a central knowledge base on query handling.
• Plan cross-referrals of government services and scripts.
• Rotate services for cross-referral, meet KPIs.
• Build partnerships with agencies for coordinated service.
• Support Digital and AI enablement to future-proof operations.
• Coordinate technology integration and implementation activities.
• Contribute to AI-enabled and efficient operations improvements.
• Support WOG standards for systems and data structures.
• Ensure governance and accountability.
• Provide support for ad hoc assignments and projects.

Skills

Customer Service

Case Management

Customer Experience

Stakeholder Management

Procurement & Contracts

AI & Digital Transformation

Job description

Public Service Division in Singapore is seeking a strategic and hands-on professional to lead the transformation of its contact centre operations within ServiceSG. The role focuses on delivering omnichannel, citizen-centric service across Whole-of-Government channels and ensuring performance, governance and continuous improvement.

You will manage day-to-day operations, oversee outsourced partners, coordinate with agencies and auditors, and drive AI-enabled initiatives to future-proof contact