National Library Board | Manager/Assistant Manager
3 weeks ago
What the role is:
Context of the Role: The operating environment of the Public Service is undergoing fundamental and rapid change. The issues we face are complex and multi-faceted, which impact the way the Public Service operates and organises itself. To prepare the Public Service for these changes, we have begun the journey towards Public Sector Transformation (PST). As part of the current phase of PST, ServiceSG aims to be on par with globally leading companies in our delivery of public services. A key transformation in the delivery of citizen services is to take a citizen-centric service journey approach to organising services in an integrated manner via a) a digital concierge via the LifeSG app, b) a physical concierge via an expanded network of Integrated Public Service Centres (IPSCs); and c) a national contact centre. Our aim is to transform the current citizen experience of having to navigate across different public agencies to an experience of the Public Service “knowing, understanding and interacting with me as One”. There are currently more than 100 hotlines across the Whole of Government (WOG). The Contact Centre team in ServiceSG aims to work with agencies who own these hotlines to streamline and integrate these contact centres, especially those that provide related services. The goal is to establish a central ServiceSG contact centre that can address the queries of citizens across over 400 citizen related services, serving as a “outsourced shared service” for selected agencies. The team will also support surges in contact centre call loads for key agencies during peak periods, and act as the crisis call centre in a national pandemic or crisis.
What you will be working on:
Responsibilities: You will be responsible for implementing a WOG operations model with an outsourced contact centre partner to provide seamless phone services to citizens on a bundle of services that will be assigned to you. You will develop operational strategies to ensure that the contact centre accurately handles queries and proactively cross refers a range of relevant services to citizens based on their life stages. You will work with agency stakeholders to establish operational processes to ensure that citizens’ queries are followed up and closed promptly. In addition, a key element of your work is to integrate the use of Artificial Intelligence at the contact centre, e.g., Voice Virtual Assistants, Knowledge Management Systems, Automatic Speech Recognition engine and roll out these initiatives.
Monitor, track and ensure that contact centre meets its performance KPIs for ServiceSG’s agency partners.
Work with partner agencies and contact centre to build and maintain a comprehensive knowledge base to enable the contact centre agents to handle queries on a wide variety of cross agency topics.
Work with agency partners to develop escalation protocols.
Develop, propose and implement strategies to resolve simple queries.
Work with agency partners and stakeholders to implement technology such as voice virtual assistant and ensure that knowledge base is up to date.
Work on innovation projects in collaboration with external stakeholders to scale up contact centre capabilities.
Work with Institutions of Higher Learning on whole-of-government research collaboration projects.
Write and disseminate reports and e-newsletters to update partner and stakeholder agencies on ServiceSG Contact Centre’s service performance and developments.
Handle procurement, contract management, finance, and other administrative duties when required.
What we are looking for:
Requirement: We are looking for motivated individuals who can work autonomously in a fast-paced, start-up environment. You should be comfortable with ambiguity, be action-focused, and be comfortable to explore new ideas and work them to deliver desired outcomes.
(Work Experience & Competencies): An ideal candidate should possess the following:
(Customer Service and Case Management): Demonstrate care and empathy in understanding citizen’s underlying needs and going the extra mile to help, and escalating issues/feedback to relevant policy divisions as part of the close-the-loop process for policies/services implementation. You should possess the ability to communicate effectively through written and oral presentation.
(Customer Experience Strategy and Engagement): Transform service delivery through identifying and translating new technologies to new ways of delivering contact centre services which are more customer-centric and productive. Reimagine the delivery of contact centre services from a customer-centric perspective, identify improvements and redesign the operational or service recovery processes.
(Thinking Clearly and Making Sound Judgements): Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind.
(Working Effectively with Stakeholders): Able to work closely with other Public Service agencies to drive the service transformation initiative and achieve better coordination and integration of technology and processes.
(Procurement and Contract Management): Proficient in procurement, contract and vendor management.
Applicants will typically be notified on whether they are shortlisted or not within 4 weeks of the closing date of the job posting. Successful candidates will be offered a 2-year contract in the first instance.
About Public Service Division:
(About PSD): The Public Service Division (PSD) aims to build a first-class Public Service for a successful and vibrant Singapore. We do this through public sector leadership development, capacity and capability building and the promotion of quality services at all levels of the Public Service. We are looking for outstanding candidates with the vision and passion to contribute to help shape Singapore.
(Why Join Us): When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well-being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply Purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans. If you share our passion in reimagining the Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us You can also connect with us via LinkedIn at Our Pride| Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest|
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