Customer Experience Transformation Leader

2 weeks ago


Singapore Careers@Gov Full time
About the Role

We are seeking a seasoned Customer Experience Transformation Leader to drive strategic planning and management of our contact centre operations. The ideal candidate will possess a strong background in customer support technologies and operations, with a proven track record of delivering improvements in customer experience.

Key Responsibilities
  • Develop and implement customer support strategies, processes, and standards, while 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 leadership to develop and guide team members, ensuring effective communication and collaboration across departments.
  • Evaluate emerging technologies and applications for enhanced service delivery and drive end-to-end development and deployment of system enhancements to improve contact centre workflows.
Requirements
  • Bachelor's degree in a relevant field such as Business Administration, Management, Communications, or Information Technology, or equivalent.
  • 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.
  • Excellent interpersonal and leadership skills, with ability to build relationships across departments and effectively manage teams.
About the Opportunity

This is an excellent opportunity to join Careers@Gov and contribute to shaping the future of customer experience in Singapore. If you have a passion for driving transformation and delivering exceptional results, we encourage you to apply.

Estimated salary: $120,000 - $180,000 per annum, depending on experience.



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