Manager/ Senior Manager, Customer Support

2 weeks ago

Singapore HPB Health Promotion Board Full time

(What the role is)

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.

We value the interactions with our customers at every touchpoint in the customer journey and believe that a positive customer experience is what builds customer trust and loyalty, which help to make healthy lifestyle practices more sustained and pervasive over time.

The Customer Support is a department under the Customer Experience and Service Excellence unit and it specifically manages the contact centre function that supports the various HPB programmes and services. As we embark on a transformation journey to enhance our customer experience delivery, we are looking for a Senior Manager to provide strategic support for key initiatives and management of the contact centre operations to improve customer experience and operational efficiency.

(What you will be working on)

  • Establish collaborations with internal programme teams and external stakeholders to streamline customer service processes, develop operational workflows for efficient case resolution and follow up support.
  • Drive continuous improvement initiatives to reduce contact centre average handling times whilst maintaining service quality standards and enhancing first-call resolution rates.
  • Collaborate with contact centre managers and key staff to review operational matters, conduct performance improvement discussions and monitor service delivery metrics. Focus areas include high-touch cases, service performance, escalation procedures, service delivery challenges and maintaining consistency in service quality through systematic oversight and development of coaching guidelines to ensure continuous operational excellence.
  • Ensure contact centres meet established and contractual service performance standards across all enquiry lines.
  • Manage contact centre contracts and vendors to ensure optimal operational performance. Develop comprehensive resourcing plans based on anticipated enquiry volumes and ensure adequate manpower allocation to meet service level agreements and key performance indicators.
  • Facilitate contact centre manpower onboarding and offboarding processes, ensuring proper system access and operational readiness whilst maintaining knowledge

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