Senior Manager

**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 Service 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 hundreds of 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 related citizen 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 central call centre in a national pandemic or crisis.

**What you will be working on**
- Reporting to the Director, you will be responsible for supervising a team to oversee the operations of ServiceSG Contact Centre, develop systems and processes to support operations. You will build strong partnerships with agency stakeholders, understand their business and requirements, anticipate and manage call surges, and ensure that the outsourced partner deliver the required KPIs. In addition, you will also design processes to ensure that the contact centre works seamlessly other service channels to provide omnichannel service to the public. [Specific Areas of Responsibilities] - Ensure the contact centre meets performance KPIs for all stakeholder agencies’ service channels - Ensure that vendor operates the contact centre according to PSD and stakeholder agencies’ requirements - Set up processes and systems to enable contact centre to deliver omnichannel service with PSD’s service channels - Plan and supervise the onboarding of stakeholder agencies’ contact centres, and new service channels - Plan cross referral of government services to callers; develop cross-referral scripts, call handling and escalation process; rotate services to be cross referred for each hotline; and ensure that cross referral and service KPIs are met - Supervise the development and maintenance of a central knowledge base that contains the information on query handling approaches to support the contact centre and service centres - Drive the integration of technology in ServiceSG Contact Centre, such as voice chatbots among agency stakeholders - Plan regular activities and updates to establish strong partnership agency stakeholders - Manage and work closely with the outsourced vendor to resolve issues and challenges, including regular reviews to improve operations - Ensure that all poorly rated calls and complaints are investigated and addressed during service recovery - Work with appointed auditors to conduct annual audits on the contact centre - Develop and implement improvement plans to address service lapses and issues at the contact centre - Monitor and analyse contact centre data, and work with agency stakeholders to anticipate and manage ad hoc and seasonal volume surges - Ensure that stakeholder agencies receive timely reports daily and monthly on the contact centre’s performance - Handle procurement, contract management, finance and other administrative duties.

**What we are looking for