Public Service Contact Center Operations Lead

Public Service Division; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

The Public Service Division (PSD) in Singapore is shaping the next phase of Public Sector Transformation. The role focuses on building a centralized, citizen-centric contact centre that serves multiple agencies, handles surge capacity, and maintains service standards across channels.

You will work with government partners to implement omni-channel service delivery, governance practices, and continuous improvement initiatives.

Qualifications

• Experience in customer service and case management.
• Ability to design and implement customer experience strategies.
• Strong collaboration with multiple stakeholders.

Responsibilities

• Drive day-to-day operational excellence across service channels and maintain service standards.
• Ensure the contact centre meets KPIs for all stakeholder agencies.
• Investigate and address poorly rated calls and complaints during service recovery.
• Develop and implement plans to address service lapses and improve processes.
• Monitor contact centre data to identify trends and demand drivers.
• Oversee outsourced operations and manage vendor relationships.

Skills

Customer Service

Stakeholder Management

AI & Digital Transformation

Procurement & Contract

Decision Making

Cross-functional Collaboration

Job description

The Public Service Division (PSD) in Singapore is shaping the next phase of Public Sector Transformation. The role focuses on building a centralized, citizen-centric contact centre that serves multiple agencies, handles surge capacity, and maintains service standards across channels.

You will work with government partners to implement omni-channel service delivery, governance practices, and continuous improvement initiatives.