Strategic Customer Support Director

4 weeks 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.

Key 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, 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:

  • 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

    4 weeks ago

    Singapur, Singapore airbus Full time

    Job Description:Job ObjectivesThe Airline Customer Support Director is responsible for driving Airbus' Airline support and service strategy to ensure an aligned approach. This role assists other Business Units to achieve their objectives while satisfying the Airline.In-line with the Global Account Management (GAM) concept, the Airline Customer Support...

  • Customer Support Director

    6 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...

  • Strategic Account Director

    4 weeks ago

    Singapur, Singapore RennickBarrett Recruiting, INC Full time

    Job Title: Strategic Account DirectorAbout the Role:We are seeking a highly skilled Strategic Account Director to join our team at RennickBarrett Recruiting, INC. As a key member of our sales team, you will be responsible for developing and executing sales strategies to drive revenue growth and expand our customer base in the ASEAN region.Key...

  • Assistant Director, Customer Support

    2 months 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...

  • Strategic Innovation Director

    4 weeks ago

    Singapur, Singapore Careers@Gov Full time

    Join the Careers@Gov team as an Assistant Director in the CAAS Technology Office. **About the Role** As an Assistant Director, you will play a key role in developing technology and innovation strategies that contribute to CAAS' strategic priorities and objectives. **Key Responsibilities** * Develop technology and innovation strategies that align with...

  • Strategic Innovation Director

    4 weeks ago

    Singapur, Singapore INTERPOL Full time

    Job InformationTitle: SECONDMENT - Assistant Director Strategic InnovationJob SummaryINTERPOL is seeking a highly skilled and experienced professional to fill the role of Assistant Director Strategic Innovation. The successful candidate will be responsible for leading the development and implementation of strategic initiatives to drive innovation and growth...

  • Strategic Accounts Sales Director

    4 weeks ago

    Singapur, Singapore AVEVA Full time

    Aveva is a global leader in industrial software, and we're seeking a strategic accounts sales director to join our team.As a sales leader, you will be responsible for delivering sales targets for the strategic accounts segment in South East Asia.You will lead a team of strategic account managers and work closely with customer success and renewals teams to...

  • Strategic Account Operations Director

    4 weeks ago

    Singapur, Singapore Crane Worldwide Logistics Full time

    Job DescriptionAs a key member of the Crane Worldwide Logistics team, the Strategic Account Operations Director will play a crucial role in driving account growth and retention strategies. This role requires a strong ability to build and maintain relationships with vendors, manage diverse teams, and deliver results on a global scale.Key ResponsibilitiesBuild...

  • Strategic Content Director

    4 weeks ago

    Singapur, Singapore Starcom Full time

    Strategic Content Director Job Description **Overview** We are seeking a seasoned content strategist to lead our content development team. The ideal candidate will have a proven track record of driving content strategies that deliver results and build strong relationships with clients. **Key Responsibilities** * Develop and execute content strategies...

  • Strategic Projects Director

    1 month ago

    Singapur, Singapore Careers@Gov Full time

    Job Title: Assistant DirectorReporting to the Head of Strategic Planning, you will work closely with Senior Management to drive strategic projects and new initiatives to bring the Singapore Aviation Academy's capabilities and standing to the next level, ensuring alignment between the projects and the academy's vision.Key Responsibilities:Analyse the aviation...

  • Strategic Culture Director

    4 weeks ago

    Singapur, Singapore Marina Bay Sands Full time

    About the RoleWe are seeking a highly skilled and experienced Strategic Culture Director to join our team at Marina Bay Sands. As a key member of our leadership team, you will be responsible for developing and implementing our cultural strategy, working closely with our brand, comms & content teams to translate well-defined plans into effective, authentic...

  • Strategic Planning Director

    4 weeks ago

    Singapur, Singapore Careers@Gov Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as Assistant Director, Planning. As a key member of the Youth Preventive Service (YPS) Group at HPB, you will play a critical role in driving strategies that promote lifelong health and wellness for our younger generation.Key ResponsibilitiesLead strategic planning...

  • Strategic Investment Director

    4 weeks ago

    Singapur, Singapore CapitaLand Full time

    Job Summary:We are seeking a highly skilled Strategic Investment Director to join our Group Strategic Investment team. As a key member of the team, you will be responsible for assisting with the strategic review and managing the assessment and execution of corporate actions and mergers and acquisitions transactions.Key Responsibilities:Assist with the...

  • Strategic Planning Director

    1 month ago

    Singapur, Singapore Careers@Gov Full time

    Careers@Gov is seeking a highly skilled and experienced professional to join our team as an Assistant Director, Planning. This role is part of the Youth Preventive Service (YPS) Group at HPB, which aims to promote good health through early detection and intervention, reducing ill health among school-going children and youth. The successful candidate will...

  • Strategic Communications Director

    4 weeks ago

    Singapur, Singapore Wachsman Full time

    Wachsman is a global communications and strategy consultancy that advises the next generation of leaders on the frontline of the new economy.We provide our clients with a unique blend of advisory services spanning strategic and communications consulting, reputation, issues, and risk management, and public policy and regulation.Our team of experts helps...

  • Director, Strategic Communications

    6 months ago

    Singapur, Singapore Wachsman Full time

    Wachsman is a global communications and strategy consultancy focused on advising the next generation of leaders on the frontline of the new economy. Built for the digital and decentralized age, we provide our clients with a unique blend of advisory services spanning strategic and communications consulting, reputation, issues, and risk management, and...

  • Strategic Operations Director

    4 weeks ago

    Singapur, Singapore Careers@Gov Full time

    Drive Operational Excellence at the Forefront of Shaping Healthier LivesAre you a strategic thinker with a passion for driving operational excellence? Do you have a proven track record in leading process improvement initiatives and managing stakeholder relationships? We're seeking an experienced Assistant Director, Strategic Operations to join our team at...

  • Strategic Growth Director

    4 weeks ago

    Singapur, Singapore Publicis Media Full time

    Job SummaryThe Strategic Growth Director is a senior role within our team, responsible for driving growth, innovation, and transformation through a deep understanding of client category needs and human insights.We are seeking a seasoned strategy expert with expertise in understanding how brands win in the platform world. The ideal candidate will be adept at...

  • Strategic Sales Director

    4 weeks ago

    Singapur, Singapore Wolters Kluwer Singapore Pte. Ltd. Full time

    As a key member of the Wolters Kluwer Singapore Pte. Ltd. team, the Strategic Sales Director will play a pivotal role in driving sales growth and expansion in the Philippines, Singapore, and Indonesia markets. This individual will be responsible for developing and implementing comprehensive sales strategies, identifying new business opportunities, and...

  • Strategic Business Program Director

    4 weeks ago

    Singapur, Singapore The Cigna Group Full time

    As a key member of The Cigna Group, the Strategic Business Program Director will oversee the planning, execution, and implementation of complex and large-scale strategic initiatives. This role requires providing recommendations and advice to top management on significant Program Management matters, often requiring coordination between internal and external...