Senior Manager/manager, Customer Support

6 days ago

Singapore Health Promotion Board Full time

**What the role is**
- Health Promotion Board (HPB) aims to empower Singaporeans to embrace healthy living, every day. To serve Singaporeans, HPB engages its customers via various on-ground and virtual 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, onsite customer care counters and roadshows for 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. It specifically manages the contact centre function that supports all HPB programmes and services.

**What you will be working on**

Work with contact centre vendors and internal stakeholders to support the programmes assigned, such as programmes under Youth Preventive Health Services and counselling programmes for I Quit.
Ensure delivery of quality service by contact centre vendors. Monitor operations and customer feedback (Compliments, Feedback, Complaints) on contact centre services.
Calibrate audit findings and feedback on counselling related enquiries with vendors and internal stakeholders to enhance service provision.
Perform system and administrative clearance tasks for on-boarding and off-boarding contact centre agents and department interns.
Manage department budget and oversee billings of services performed by contact centre vendors. Coordinate with stakeholders and update budget forecast for contact centre operations.
Perform department duties such as procurement, budget utilisation monitoring, financial updates, vendor business review and any other administrative duties as and when assigned.

**What we are looking for**
- Qualifications and Experience:

- Bachelor’s degree in Business Administration, Operation Management, Finance or related fields.
- Minimum 3 years of related work in Contact Centre environment

Skills Requirements:

- Excellent spoken and written communication skills
- Strong attention to detail and excellent analytical and multi-tasking abilities
- Able to present ideas and interact confidently with internal and external stakeholders
- Strong collaboration and team orientation and skilled in working within a cross-functional matrix environment

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