Senior/Manager, MOM Contact Centre Services, Customer eXperience Department

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. Responsibilities • 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. • Oversee the MOMCC service contract administration, including handling contractual clarifications and managing monthly payments, working with the MOMCC vendor and internal legal experts where needed to ensure contractual requirements are met. • Manage budget and procurement for the MOMCC, including service requests, fund bids and working with internal procurement partners where needed. • Manage and guide MOMCC in the daily operations, including reviewing daily performance reports and monitoring of 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. Requirements • 3 - 5 years of experience in Business Operations or Customer Service, preferably in contact centre environment, vendor management, data analytics, contract administration and/or service delivery. Experience in contract administration, procurement processes and budget management will be advantageous. The candidate should also be comfortable managing these responsibilities with support from internal experts. • 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.