Manager, Customer Support

2 weeks ago

Singapore Health Promotion Board Full time

What the role is

  • The Customer Support Department manages the contact centre support requirements for the various HPB programmes and services.


Health Promotion Board (HPB) aims to increase awareness of the importance of a healthy lifestyle among the general public and encourage fellow Singaporeans to take the first step towards embracing healthy living, every day.

The Customer Support Department manages the contact centre support requirements for the various HPB programmes and services.

Responsibilities:

_ Service Delivery Management of the Contact Centre_
Lead, drive and ensure compliance to the service delivery standards of the assigned contact centre(s). Monitor and ensure service quality and objectives are met, issues are prioritized and resolved. Evaluate contact centre performance against the key metrics that they are required to meet.

Review Performance reports (Daily/Weekly/Monthly) and perform data analysis to identify case trends, compliance with performance requirements and validate integrity and accuracy of data.

Conduct regular audits on contact centre systems to ensure compliance with ICT guidelines. Ensure assigned contact centre(s) compliance to case processing workflow, accurate case closure, ageing cases and resolutions.

_ Case Processing and Reporting_
Review and/or prepare drafts and provide inputs and seek alignment and clearance from management for complex cases.

Conduct and lead post investigation studies with assigned contact centre(s) and internal/external stake holders to ensure closure on teething issues.


_ Resource Planning_


Perform forecasting, Workforce Management on case arrival patterns and ensure that assigned contact centre(s) has required number of staff to meet demand.

Conduct, review, monitor and lead training and development with assigned contact centre(s) and internal stake holders.

_ Project Management_

Educational Qualifications

  • Bachelor's degree qualification from a recognised university

Relevant Experience

  • Possess relevant experience in any of the following areas:
  • Collating and analysing operation, performance, and service level data
  • Analysing and interpreting data from operation reports
  • Presenting data to effectively communicate with stakeholders and relevant parties
  • Proven experience in vendor management, or contact centre operations, or solutions implementation project management would be an advantage
  • Possess a datadriven mindset and has an aptitude for technology
  • Team player with ability to multitask and succeed in a fastpaced environment
  • Be proficient in Microsoft Office (PowerPoint, Word, Excel)

What you will be working on
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