Senior Manager, Contact Centre Strategy & Operations

Ministry of Manpower; Singapore; On-site; SGD 90,000 - 120,000; Full time

Benefits offered by this job

Restaurant and healthcare subsidies

Job summary

The Ministry of Manpower in Singapore is seeking a Senior / Manager for MOM Contact Centre Services to steer the outsourced contact centre handling about 1.5 million yearly interactions across channels.

You will drive design, leverage analytics, and enhance self-help through policies, SOPs, and CRM improvements while ensuring service excellence and timely issue resolution.

Qualifications

• 3–5 years of experience in Business Operations or Customer Service.
• Experience in contact centre, vendor management, data analytics or service delivery is preferred.
• Strong numerical, analytical and critical thinking; experience with data analysis tools is advantageous.
• Excellent negotiation, interpersonal communication, and people management; supervisory experience.
• Independent, detail-oriented, able to multi-task and adhere to timelines.

Responsibilities

• Drive the evolution of MOM Contact Centre (MOMCC) including planning and design, aligning with MOM's service excellence strategies.
• Explore and study latest tech tools and innovative solutions for potential adoption to improve productivity and customer experience.
• Manage daily MOMCC operations, reviewing reports and analyses for trends and issues.
• Support policy review and provide feedback to SOPs and FAQs to facilitate self-help and handle manned inquiries.
• Leverage data and CRM enhancements to capture analytics and improve service delivery.
• Manage customer feedback/complaints with timely escalation and service recovery.

Skills

Analytical skills

Numerical ability

Communication

People management

Detail oriented

Tools

CRM system

BI software

Text mining

Job description

What the role is:

As a Senior / Manager of MOM Contact Centre Services, you'll play a pivotal role in shaping the future of customer interactions. You'll be at the forefront of managing our outsourced Contact Centre, handling close to 1.5 million annual customer interactions across various channels.

What you will be working on:

• Drive the evolution of MOM Contact Centre (MOMCC) including the planning and design, aligning with MOM's service excellence strategies and adapting to changing needs.• Explore and study the latest tech tools and innovative solutions for potential adoption in MOMCC’s context to improve productivity and customer experience, and facilitate self-help.• Manage and guide MOMCC in the daily operations, including reviewing daily reports and analyses of MOMCC’s performance for trends and issues requiring attention or intervention.• Support the Review and provide feedback on policies, procedures, SOPs and/or FAQs from departments, to (i) facilitate self-help by customers and reduce volume of enquiries to MOMCC; and (ii) support MOMCC in handling enquiries from customers who require manned assistance.• Leverage data, systems and technology to analyse customer trends and uncover data-driven insights to support innovative enhancements in service delivery, including planning and designing enhancements to MOM’s customer relationship management (CRM) system to facilitate data capture and mining for analytics.• Manage customers’ feedback/complaints to ensure timely escalation and service recovery, including mitigation for quality and compliance issues.

What we are looking for:

• 3 - 5 years of experience in Business Operations or Customer Service, preferably in contact centre environment, vendor management, data analytics and/or service delivery.• Possess strong numerical, analytical and critical thinking skills. Experience in the use of data analysis tools (e.g. text mining, business intelligence software, etc.) would be an advantage.• Excel in negotiation, interpersonal communication (written and verbal), and people management, and having experience in a supervisory role• Be independent, detail-oriented, able to multi-task and adhere to timelines, and flex between operational deliverables and high-level strategic projects.• Demonstrate initiative, adaptability, and a passion for service excellence.

About Ministry of Manpower

Championing Human Potential for a Thriving SingaporeSingaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore.As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas - from shaping forward-looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.