Customer Support Director

1 month ago

Singapur, Singapore Careers@Gov Full time
Job Title: Assistant Director, Customer Support

Careers@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 experience.

Responsibilities:
  • Develop and implement customer support strategies, processes, and standards 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, analyze, and present data for management reporting.
  • Develop training roadmaps for outsourced contact centre staff, relevant stakeholders, and customer support teams.
  • Operationalize service quality framework to audit transactions and identify service delivery improvement opportunities.
  • Work effectively across the organization 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 requirements to ensure effective utilization.
  • Prepare the required reports for submission, including budget planning/utilization reports, interaction management, programme support update reports, 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:
  • 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.

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