Public Service Contact Centre Transformation Manager

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

Job summary

Public Service Division (Singapore) seeks a Manager/Assistant Manager to lead ServiceSG’s contact centre transformation. You will drive tech-enabled operations, design citizen‑centred processes, and collaborate across agencies to deliver unified, efficient public services.

The role emphasizes data‑driven decisions, change management, and scalable solutions in a fast‑paced environment. The position is a 1‑year contract with potential renewal, offering opportunities to shape nationwide citizen

Qualifications

• Experience in customer service and case management.
• Ability to design and implement customer experience strategies.
• Strong analytical and problem‑solving skills.
• Excellent stakeholder collaboration across public agencies.

Responsibilities

• Lead transformation of contact centre operations using technology and people‑centred approaches.
• Develop and monitor KPIs; oversee timelines, budgets and contracts.
• Collaborate with partner agencies to drive service improvements.

Skills

Customer service

Case management

Customer experience strategy

Analytical thinking

Stakeholder management

Project management

Tools

CRM systems

IVR

Telephony solutions

Job description

Public Service Division (Singapore) seeks a Manager/Assistant Manager to lead ServiceSG’s contact centre transformation. You will drive tech-enabled operations, design citizen‑centred processes, and collaborate across agencies to deliver unified, efficient public services.

The role emphasizes data‑driven decisions, change management, and scalable solutions in a fast‑paced environment. The position is a 1‑year contract with potential renewal, offering opportunities to shape nationwide citizen