Manager (Contact Centre Operations & Planning)

**What the role is**
- 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 ServiceSG Centres; 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. You will develop operational strategies to ensure that the contact centre accurately handle agencies’ 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. You will work as a team to implement technology projects at the contact centre, e.g., Voice Virtual Assistants, and Knowledge Management Systems to automate simple queries to raise productivity at the contact centre.
[Specific Areas of Responsibilities]
- Monitor, track and ensure that contact centre meets its performance KPIs for ServiceSG’s agency partners
- Develop a deep knowledge of the complexity and range of queries asked by citizens
- Work with partner agencies 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
- Develop conversation strategies and cross referral scripts, and train the agents to be effective in cross-referral
- Work with agency partners to develop escalation protocols
- Develop 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
- Write and disseminate quarterly e-newsletter to update partner and stakeholder agencies on ServiceSG Contact Centre’s developments
- Handle procurement, contract management, finance, and other administrative duties.

**What we are looking for**
- 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]

- [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