Manager / Assistant Manager (Contact Centre Operations & Planning), ServiceSG

Context of the Role

In an era of rapid and significant change, the Public Service's operational landscape is evolving. We are confronted with intricate challenges that necessitate a reimagined approach to service delivery. The Public Sector Transformation (PST) initiative is our response to these changes, with ServiceSG at the forefront of revolutionizing public service delivery.

As part of the current phase of PST, ServiceSG aims to be on par with globally leading companies in our delivery of public services. A key transformation in the delivery of citizen services is to take a citizen-centric service journey approach to organising services in an integrated manner via a) a digital concierge via the LifeSG app, b) a physical concierge via an expanded network of Service Centres; and c) a central contact centre. Our aim is to transform the current citizen experience of having to navigate across different public agencies to an experience of the Public Service “knowing, understanding and interacting with me as One”.

There are currently hundreds of hotlines across the Whole of Government (WOG). The Contact Centre team in ServiceSG aims to work with agencies who own these hotlines to streamline and integrate these contact centres, especially those that provide related services. The goal is to establish a central ServiceSG contact centre that can address the queries of citizens across related citizen services, serving as an “outsourced shared service” for selected agencies. The team will also support surges in contact centre call loads for key agencies during peak periods, and act as the central call centre in a national pandemic or crisis.

Are you keen to be part of a revolutionary team that is changing the game in government contact centres? ServiceSG is seeking a dynamic, and forward-thinking Manager to join our innovative Contact Centre team to improve citizen experience through transforming our operations. If you're passionate and interested to learn about ops-tech integration and eager to drive change, we want you to be part of a team that is making a real difference.

Key Responsibilities:

As a Manager / Assistant Manager in our Contact Centre Operations and Planning team, you will play a pivotal role in transforming our contact centre operations through technology and human centric service.

Reporting to the Assistant Director, these will be your areas of responsibilities:

Transformation

Work with the Director to develop and execute transformation strategy for ServiceSG’s contact centre operations. This includes:

-          Formulate business use cases and secure necessary funding for transformation projects.

-          Re-design service workflows to enhance and impact citizens’ experience for contact centre channels.

-          Identify and collaborate with technology partners to raise service standards and productivity for the contact centre.

Transformation Ops-Tech Project Management

Manage and coordinate project timelines, resources, contracts, and budgets to ensure the successful delivery of transformation initiatives. This includes overseeing:

-          Technology: Trial, implement and integrate technology solutions into contact centre operations, ensuring seamless adoption and minimal disruption.

-          Training: Develop and implement training programs to upskill contact centre staff on technologies and processes, ensuring a smooth transition and effective utilization of new tools.

-          Performance monitoring and management: Establish key performance indicators (KPIs) to assess the effectiveness of transformation initiatives. Regularly monitor and report on progress, make data driven adjustments based on analysis.

Ops Management and Collaboration with Partnering Agencies

Work with the Assistant Director to manage and collaborate with ServiceSG agency partners to identify key goals and improvements for transformation efforts. This includes:

-          Conduct regular assessments and analysis of contact centre performance metrics.

-          Identify areas for improvement and implementing solutions to optimize efficiency and customer satisfaction.

-          Collaborate with agencies, cross-channels and functional teams to identify opportunities for service improvement.

Requirements

We are looking for motivated individuals who can work independently in a fast-paced, start-up environment. You should possess the ability to adapt to circumstances, be action-focused, results oriented and comfortable with taking risks, trying out new ideas and work on them to deliver desired outcomes.

[Work Experience & Competencies]

An ideal candidate should possess the following:

·       [Customer Service and Case Management]: Demonstrate care and empathy in understanding citizen’s underlying needs and going the extra mile to help, and escalating issues/feedback to relevant agency stakeholders as part of the close-the-loop process for policies/services implementation. You should possess the ability to communicate effectively through written and oral presentation.

·       [Customer Experience Strategy and Engagement]: Transform service delivery through identifying and translating new technologies to new ways of delivering contact centre services which are more customer-centric and productive. Reimagine the delivery of contact centre services from a customer-centric perspective, identify improvements and redesign the operational or service recovery processes.

·       [Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind.

·       [Working Effectively with Stakeholders]: Able to work closely with other Public Service agencies to drive the service transformation initiative and achieve better coordination and integration of technology and processes.

·       [Procurement and Contract Management]: Proficient in procurement, contract and vendor management processes.

·       Demonstrated experience and agility in project management, including planning, execution, and monitoring of complex initiatives.

·       Ability to drive change and manage resistance, with a focus on achieving desired outcomes.

Experience in the following would be advantageous:

1.      Implementing AI technology in contact centres.

2.      Working with contact centre technologies and platforms, such as CRM systems, IVR, and telephony solutions.

3.      Familiarity with government security requirements and compliance related to contact centre operations and customer data privacy.

Benefits

Applicants will typically be notified on whether they are shortlisted or not within 4 weeks of the closing date of the job posting.

Successful candidates will be offered a 1-year contract in the first instance.