Manager/ Senior Manager, Customer Support

4 days ago

Singapore HPB Health Promotion Board 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 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.

As we embark on a transformation journey to enhance our customer experience delivery, we are looking for a contact centre operations manager responsible for implementing contact centre system enhancements, managing budgets, and providing operational oversight for the counselling line. The ideal candidate will manage vendor relationships and provide guidance to the contact centres to improve customer experience and operational efficiency.

Responsibilities

Budget Management

  • Develop and maintain a comprehensive budget tracking system for the department, including vendor services and internal costs.
  • Conduct regular financial reviews and provide budget updates to Finance to ensure expenditures align with budgeted amounts and identify any discrepancies.
  • Liaise with contact centre vendors to verify billing accuracy.
  • Coordinate with internal stakeholders to gather input for budget forecasting and resource allocation for contact centre.

System Enhancements & Training Support

  • Conduct comprehensive requirement gathering sessions with contact centre vendors and internal HPB stakeholders to identify pain points and system improvement opportunities in current workflows and ensure alignment with business objectives.
  • Plan and prioritise enhancements and production issues to be worked on. Oversee the implementations, coordinating with stakeholders, technical teams and vendors.
  • Provides first level support of system updates such as changes or edits to contact centre system performance reports and email templates.
  • Execute User Acceptance Testing (UAT) for each improvement, ensuring that changes meet user needs and improve overall workflow efficiency.
  • Updates system documentation and user guides reflecting implemented system changes. Provides updates to system users on system changes.
  • Support training database and self-help knowledge base by updating content for agents and citizens.
  • Support supervisor on training roadmap and coordinates trainings and refresher briefings of contact centre agents.

Operational Management for Counselling Line

  • Ensure contact centre vendors adherence to operational guidelines and service standards for the counselling line.
  • Coordinate with programme owners to ensure alignment of contact centre operations with evolving programme requirements through briefings and trainings.

  • Analyse operational data and customer feedback to identify areas for improvement and implement necessary changes to enhance service delivery.
  • Support any other departmental and operational duties as and when assigned. Examples includes procurement of services from existing contracts, staff admin clearance, management of system user accesses for onboarding and offboarding contact centre agents.

Requirements
Qualifications and Experience:

  • Relevant qualifications in Business Administration, Management, Communications, or Information Technology or equivalent.
  • 5+ years of experience in contact centre management, with a proven track record of improving operational efficiency and service delivery
  • Strong background in requirement gathering, system enhancement planning, and project management for contact centre technologies and workflow improvements.
  • Experience in developing and maintaining training programmes, knowledge bases, and documentation for contact centre staff.
  • Experience in budget management, financial reporting, and vendor relationship management within a contact centre environment.
  • Track record of interacting with multiple stakeholders, including internal departments, technical teams, and external vendors to implement system changes and ensure alignment with business objectives.

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.
  • Ability to effectively manage teams, coordinate with various stakeholders, and clearly convey complex information.
  • Skilled at identifying issues, developing innovative solutions, and implementing improvements across various aspects of contact centre operations.
  • Meticulous attention to detail, particularly when dealing with system testing and budget tracking.
  • 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.

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