Assistant Director, Customer Support

7 days ago

Singapur, Singapore Careers@Gov Full time
Health Promotion Board (HPB) is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalised experiences that empower individuals to embrace holistic well-being.

To serve Singaporeans, HPB engages its customers via online and offline touchpoints such as outreach through the different settings including workplaces, schools, community, health screening / school health and dental services. HPB also manages a contact centre, corporate website, social media platforms, HPB’s Healthy 365 mobile app, and conduct roadshows in support of specific programmes.

The Customer Support team manages the contact centre support requirements for the various HPB programmes and services. As we embark on a transformation journey to enhance our customer experience delivery, we are looking for an Assistant Director to provide strategic planning for key initiatives and management of the contact centre operations to improve customer experience and operational efficiency.

Responsibilities:

  • Develop and implement customer support strategies, processes and standards, whilst providing project management and support for departmental initiatives to drive improvements in customer experience.
  • Manage processes for continuous improvement of customer experience, quality management, resourcing planning, and agent training.
  • Provide strong, dynamic leadership to develop and guide team members.
  • Evaluate and assess emerging technologies and applications for enhanced service delivery.
  • Drive end-to-end development and deployment of system enhancements to improve contact centre workflows and support citizens’ self-help initiatives.
  • Implement measures to ensure adherence to risk and data security policies.
  • Liaise with internal stakeholders to establish and enforce efficient interaction management to support case management processes.
  • Apply data analytics tools, techniques and technologies to capture, extract, analyse and present data for management reporting.
  • Develop training roadmaps for outsourced contact centre staff, relevant stakeholders and customer support teams.
  • Operationalise service quality framework to audit transactions and identify service delivery improvement opportunities.
  • Work effectively across the organisation with stakeholders and contact centre to onboard and support knowledge transfer of new and existing programmes and services.
  • Plan and supervise the collection and analysis of contact centre metrics to proactively identify issues and opportunities to ensure consistent delivery of customer service.
  • Manage the overall contact centre support during times of sudden demand spikes and ‘crisis’ incidents.
  • Oversee outsourced contact centre vendors to ensure delivery of the required customer support services. Monitor operational reports and performance to ensure targets are met.
  • Plan and monitor budget requirement to ensure effective utilisation.
  • Prepare the required reports for submission including budget planning/utilisation reports, interaction management, programme support update report etc.
  • Conduct resource planning with outsourced vendors in alignment with programme rollouts, scale-ups and post peak scale down.
  • Mediate between various programme teams and contact centre vendors for alignment of business objectives.
  • Identify and alert relevant stakeholders on potential escalation as part of case and complaint management.

Requirements
Qualifications and Experience:

  • Minimum Bachelor's degree in a relevant field such as Business Administration, Management, Communications, or Information Technology or equivalent. Candidates with at least 6 years of relevant working experience will be considered.
  • At least 8 years of experience in contact centre management, with a proven track record of customer support projects and related work.
  • Strong background in contact centre technologies and operations related improvement projects.
  • Track record of interacting with multiple stakeholders, including internal departments, technical teams, and external vendors.

Skills Requirements:

  • Strong interpersonal skills and ability to build relationships across departments.
  • Team player with ability to multi-task and succeed in a fast-paced matrix environment.
  • Leadership qualities to effectively manage teams, coordinate with various stakeholders, and clearly convey complex information.
  • Strategic thinking ability to develop and execute long term strategy for the customer support, as well as analytical and problem-solving skills; skilled at identifying issues, developing innovative solutions, and implementing improvements across various aspects of contact centre operations.
  • Possess a data-driven mindset and has an aptitude for technology; meticulous attention to detail, particularly when dealing with system testing and budget management.
  • Able to navigate changing priorities, handle pressure, and maintain effectiveness in a dynamic contact centre environment.
  • Committed to enhancing customer experience and maintaining high service standards, with empathy for both staff and customers.
  • Excellent communication skills, effective in communicating to various audiences. Ability to persuade and influence stakeholders at different levels.

  • Customer Support Director

    1 week ago

    Singapur, Singapore airbus Full time

    Job Description:Job Summary:The Airline Customer Support Director is responsible for driving Airbus' Airline support and service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the Airline.Key Responsibilities:Develop an Individual Customised Airbus' Airline 'In-Service' Annual...

  • Customer Support Director

    2 weeks ago

    Singapur, Singapore airbus Full time

    Job Overview:The Customer Support Director will play a pivotal role in driving Airbus' Airline support and service strategy, ensuring a cohesive approach and assisting other Business Units in achieving their objectives while meeting Airline needs.Key Responsibilities:Develop a customized Airbus Airline 'In-Service' Annual Strategy aligned with Aircraft Sales...

  • Customer Support Director

    5 months ago

    Singapur, Singapore airbus Full time

    Job Description: Job ObjectivesThe role of the Airline CSD is to collate and internally drive Airbus' Airline support and service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the Airline.In-line with the Global Account Management (GAM) concept, the Airline CSD leads the In-Service...

  • Customer Support Director

    7 days ago

    Singapur, Singapore Careers@Gov Full time

    Job Title: Assistant Director, Customer SupportCareers@Gov is seeking a highly skilled and experienced Assistant Director to lead our Customer Support team. As a key member of our organization, you will be responsible for developing and implementing customer support strategies, processes, and standards to drive improvements in customer...

  • Director of Customer Engagement

    5 hours ago

    Singapur, Singapore Marina Bay Sands Full time

    Job Title: Assistant DirectorJob Summary:We are seeking a highly motivated and customer-centric Assistant Director to join our team at Marina Bay Sands. As a key member of our customer engagement team, you will be responsible for promoting our integrated resort and driving awareness of our affiliated properties. You will also be responsible for developing...

  • Executive Assistant to Director

    6 days ago

    Singapur, Singapore Aethir Full time

    Job Title: Personal Assistant to DirectorAethir is a leading provider of AI-focused GPU-as-a-Service, leveraging a highly distributed cloud computing infrastructure to serve AI and gaming customers at scale.We are seeking a highly organized and dedicated Personal Assistant to provide comprehensive support to our Director. As a Personal Assistant to the...

  • Personal Assistant to Director

    6 months ago

    Singapur, Singapore Aethir Full time

    Aethir is the leading DePIN, Enterprise-grade, AI-focused GPU-as-a-Service provider in the market. Leveraging a highly distributed cloud computing infrastructure allows GPU providers to serve AI and gaming customers at scale.Aethir aims to serve enterprise AI clients who need the world’s most powerful AI chips at scale, and also to support hundreds of...

  • Executive Assistant to Director

    4 weeks ago

    Singapur, Singapore Aethir Full time

    Aethir is a leading provider of enterprise-grade, AI-focused GPU-as-a-Service solutions. Leveraging a highly distributed cloud computing infrastructure enables the company to serve AI and gaming customers at scale.The organization aims to serve enterprise AI clients who require the world's most powerful AI chips at scale, and also to support hundreds of...

  • Executive Assistant to Director

    1 week ago

    Singapur, Singapore RECRUITPEDIA PTE. LTD. Full time

    Job Title: Executive Assistant to DirectorWe are seeking a highly skilled and experienced Executive Assistant to join our team at RECRUITPEDIA PTE. LTD. The successful candidate will provide administrative support to our Director and contribute to the smooth operation of our office.Key Responsibilities:Manage the Director's schedule and coordinate meetings...

  • Customer Experience Director

    1 week ago

    Singapur, Singapore Careers@Gov Full time

    Job Title: Deputy Director, Customer Insights and Service Process ImprovementAt Care@Gov, we are committed to delivering exceptional customer experiences across all touchpoints. We are seeking a highly skilled and experienced Deputy Director to lead our customer insights and service process improvement initiatives.Responsibilities:Develop and implement a...

  • Accounting Support Specialist

    1 week ago

    Singapur, Singapore SEAFRONT SUPPORT COMPANY PTE. LTD. Full time

    Job SummaryAs an Account Assistant at Seafront Support Company PTE. LTD., you will play a vital role in supporting the accounting department by handling various accounting tasks on a daily basis. Your responsibilities will include preparing financial statements, issuing receipts and invoices, and updating the financial database. You will also be responsible...

  • Constituency Director Assistant

    2 weeks ago

    Singapur, Singapore Careers@Gov Full time

    Constituency Director AssistantAs a Constituency Director Assistant, you will work closely with the Constituency Director to develop and implement community initiatives that foster social capital and national unity. Your role will involve strategic planning, coordination, and facilitation of projects that promote community engagement and development.Key...

  • Care Coordinator Assistant

    2 days ago

    Singapur, Singapore STROKE SUPPORT STATION Full time

    Job Title: Care CoordinatorThe Care Coordinator is a vital member of our team at STROKE SUPPORT STATION, responsible for providing exceptional support to our clinical team in the assessment, case work, and programmes.As a Care Coordinator, you will work collaboratively with colleagues from other departments to ensure a seamless client experience for our...

  • Assistant to Business Director

    4 months ago

    Singapur, Singapore Bmtick Full time

    We are a dynamic and rapidly growing company that is committed to providing high-quality products/services and an exceptional customer experience. Our team is passionate about innovation, excellence, and making a positive impact on our industry.The RoleThe Assistant to the Commercial Director will provide comprehensive administrative and operational support...

  • Customer Partnership Director

    2 weeks ago

    Singapur, Singapore 5160 Kyndryl (Singapore) Pte. Ltd. Full time

    About the RoleWe are seeking a seasoned IT professional to join our team as a Customer Partnership Director. In this role, you will be responsible for building and maintaining strong relationships with our key customers in the ASEAN region.Key ResponsibilitiesDevelop and execute a growth strategy to drive profitable revenue growth and expand our customer...

  • Customer Partnership Director

    2 weeks ago

    Singapur, Singapore 5160 Kyndryl (Singapore) Pte. Ltd. Full time

    About the RoleWe are seeking a seasoned IT professional to join our team as a Customer Partnership Director. In this role, you will be responsible for building and maintaining strong relationships with our key customers in the ASEAN region.Key ResponsibilitiesDevelop and execute a growth strategy to drive profitable revenue growth and expand our customer...

  • Director - Customer Service

    2 months ago

    Singapur, Singapore UTAC group Full time

    Director - Customer Service 5 Serangoon North Ave 5, Singapore 554916 Req #436 Monday, August 19, 2024 Please join us! Responsibilities: Customer Service Delivery Execute UTAC Customer Support Strategy within site and Corporate driven initiatives Develop strategic customer service solutions to foster customer loyalty and drive revenue growth...

  • Assistant Director of Strategic Innovation

    4 weeks ago

    Singapur, Singapore INTERPOL Full time

    Job SummaryWe are seeking a highly skilled and experienced professional to join our team as an Assistant Director Strategic Innovation. This is a unique opportunity to work with a dynamic team and contribute to the development of innovative solutions that drive business growth and success.About the RoleThe Assistant Director Strategic Innovation will be...

  • Sales Assistant

    3 weeks ago

    Singapur, Singapore BENEO Full time

    About the RoleWe are seeking a highly organized and detail-oriented Sales Assistant to join our team at BENEO. As a Sales Assistant, you will play a crucial role in supporting our sales staff by providing administrative and customer support.Key ResponsibilitiesProvide administrative support to the sales team, including data entry, report preparation, and...

  • Operations Director

    4 hours ago

    Singapur, Singapore Talent Trader Group Full time

    Job Title: Assistant/ Director, OperationsAt Talent Trader Group, we are seeking a highly skilled and experienced Assistant/ Director, Operations to join our team. This is a key leadership role that requires a strong background in facility operations management, with a proven track record of successfully managing and leading a team.Key Responsibilities:Lead...