TEMP 1 year - Exec/Asst Mgr/Manager (Contact Centre Ops & Planning), ServiceSG

The operating environment of the Public Service is undergoing fundamental and rapid change. The issues we face are complex and multi-faceted, which impact the way the Public Service operates and organises itself. To prepare the Public Service for these changes, we have begun the journey towards Public Sector Transformation (PST). 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 a “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. Responsibilities [Key Responsibilities]: • Drive day-to-day operational excellence across all service channels, ensuring consistent service standards and effective service recovery. o Ensure the contact centre meets performance KPIs for all stakeholder agencies’ service channels o Ensure that all poorly rated calls and complaints are investigated and addressed during service recovery o Develop and implement improvement plans to address service lapses and issues at the contact centre • Monitor and analyse contact centre data to identify trends and demand drivers o Work with agencies to anticipate and manage ad hoc and seasonal surges o Support planning decisions to optimise resource deployment and service levels • Oversee outsourced operations to ensure accountability, performance, and continuous improvement. o Manage and work closely with the outsourced vendor to resolve issues and challenges, including regular reviews to improve operations o Work with appointed auditors to conduct annual audits on the contact centre • Design and operationalise processes that enable seamless, integrated service delivery across channels. • Set up processes and systems to enable contact centre to deliver omnichannel service with PSD’s service channels o Supervise the development and maintenance of a central knowledge base that contains information on query handling approaches to support the contact centre and service centres o Plan cross referral of government services to callers; develop cross-referral scripts, call handling and escalation process; rotate services to be cross referred for each hotline; and ensure that cross referral and service KPIs are met. • Build strong partnerships with agencies to enable a coordinated, citizen-centric service delivery across the Whole-of-Government. • Support the Digital and AI enablement to future-proof contact centre operations o Support the integration of technology solutions by coordinating inputs, facilitating alignment, and assisting with implementation activities. o Contribute to the adoption of AI-enabled and more efficient contact centre operations, including supporting pilots, implementation, and continuous improvement efforts. o Support the adoption of WOG standards for systems, data structures, and service workflows, including working with agencies to align processes to shared technology/platforms. • Ensure strong governance practices and operational accountability. • Provide support for other ad hoc assignments and projects assigned Requirements Our ideal candidate possesses the following competencies: • Customer Service and Case Management • Customer Experience Strategy and Engagement • Thinking Clearly and Making Sound Judgements • Working Effectively with Stakeholders • Procurement and Contract Management • AI & Digital Transformation