Senior Manager, Public Service Contact Centre Transformation

Public Service Division; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A government agency in Singapore is seeking an Assistant Director / Senior Manager for ServiceSG Contact Centre Planning and Operations. The role includes overseeing the establishment of a Whole-of-Government Resilience Community and managing a high-volume contact centre. Candidates should have a strong background in contact centre operations, proven leadership skills, and experience in implementing AI technology to transform service delivery. The position offers the opportunity to make a meaningful impact on public service in Singapore.

Qualifications

• Minimum 8 years of experience in contact centre operations or service delivery transformation.
• Strong understanding of contact centre technologies.
• Proven track record in managing large-scale transformation projects.

Responsibilities

• Support the establishment and operationalisation of the Whole‑of‑Government (WOG) Resilience Community.
• Drive innovation and transformation projects in service delivery.
• Manage vendor and stakeholder relationships effectively.

Skills

Contact centre operations

AI solutions implementation

Crisis management

Vendor management

Leadership

Job description

A government agency in Singapore is seeking an Assistant Director / Senior Manager for ServiceSG Contact Centre Planning and Operations. The role includes overseeing the establishment of a Whole-of-Government Resilience Community and managing a high-volume contact centre. Candidates should have a strong background in contact centre operations, proven leadership skills, and experience in implementing AI technology to transform service delivery. The position offers the opportunity to make a meaningful impact on public service in Singapore.