Public Service Transformation Lead (Contact Centre)

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

Job summary

The Public Service Division is seeking a Manager/Assistant Manager for the Contact Centre Operations and Planning team in Singapore. You will help transform contact centre operations through technology and citizen-centered service, reporting to the Assistant Director.

Responsibilities include shaping transformation strategy, coordinating with government agencies, and implementing KPI-driven improvements to service delivery during peak periods and across channels.

Qualifications

• Customer Service and Case Management: empathic citizen support and issue escalation.
• Customer Experience Strategy and Engagement: identify improvements and redesign processes.
• Thinking Clearly and Making Sound Judgements: strong analytical thinking under ambiguity.
• Working Effectively with Stakeholders: coordinate with public service agencies.
• Procurement and Contract Management: familiarity with procurement and vendor processes.

Responsibilities

• Transform contact centre operations through technology and human-centric service.
• Develop and execute transformation strategy for ServiceSG’s contact centre.
• Manage project timelines, resources, contracts and budgets for initiatives.
• Establish KPIs and monitor progress, driving data-informed adjustments.

Skills

Customer Service

Case Management

Customer Experience Strategy

Engagement

Critical Thinking

Job description

The Public Service Division is seeking a Manager/Assistant Manager for the Contact Centre Operations and Planning team in Singapore. You will help transform contact centre operations through technology and citizen-centered service, reporting to the Assistant Director.

Responsibilities include shaping transformation strategy, coordinating with government agencies, and implementing KPI-driven improvements to service delivery during peak periods and across channels.