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Contact Centre Tech Specialist, Customer Support
2 weeks ago
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.
**Assessment and Recommendation of Technology to Optimise Service Delivery**
- Assess current contact centre technologies, processes, and workflows to identify areas for improvement and optimisation.
- Research, evaluate, and recommend strategic technologies, suitable vendors, and solutions to enhance customer self-help capabilities, contact centre efficiency and customer satisfaction.
- Provide expertise and support on implementation of digital AI solutions for self-help optimisation, leveraging on proven, evolving AI technologies and solutioning.
**Vendor Management**
- Collaborate with cross-functional teams, including IT, contact centre vendors and programme teams, to define technology requirements and specifications.
- Lead the vendor selection process, including preparation of tender specifications, evaluating tender proposals, and conducting vendor interviews.
- Manage vendor relationships, including vendor performance monitoring, contract management and production issue resolution.
**Technology Implementation**
- Drive implementation of digital touchpoints such as WhatsApp and Chatbots to support channel migration initiatives and provide customers with convenient communication channels.
- Oversee the implementation of selected technologies, ensuring successful deployment, integration, and user adoption in alignment with Risk and Compliance guidelines.
- Oversee all system Day 2 enhancements and user acceptance testing.
**Training Support and Performance Management**
- Provide training and support to contact centre staff on new technologies and processes, ensuring good adoption rate, smooth transition, and ongoing optimisation.
- Monitor and analyse key performance metrics and conduct user feedback sessions to assess the effectiveness of implemented technologies and identify areas for continuous improvement.
- Stay updated on emerging trends and advancements in contact centre technology, particularly in the realm of digital, AI solutions and provide suitable recommendations for future enhancements and investments.
- Assist in developing technology roadmaps and strategic initiatives aligned with business objectives. Support with any other departmental customer support projects where required.
**Requirements**:
**Qualifications and Experience**:
- Minimum 6 years of experience in most or all the following areas:
- Experience in assessing, recommending and implementing technologies within a contact centre or operations environment, with a focus on digital AI solutions, self-help optimisation and contact centre efficiency enhancement.
- Proven track record in providing training and support to staff on tech and processes, ensuring smooth adoption.
- Experience in monitoring key performance metrics and conducting user feedback sessions.
- Compile and analyse data from various sources to distil relevant insights and recommendations.
- Present data to effectively communicate with stakeholders.
- Project management skills with proven experience in cross-functional collaboration,
- particularly with internal programme/ product teams and external stakeholders.
**Skills Requirements**:
- **Excellent communication skills**:Effective in communicating complex ideas to both technical and non-technical audiences.
- **Collaboration**:Strong interpersonal skills and ability to build relationships across departments.
- **Customer-centric**:Passionate about delivering exceptional customer experiences.
- **Results-oriented**:Focus on achieving measurable outcomes and driving business impact.
- Strong project management skills.
- Team player with ability to multi-task and succeed in a fast-paced matrix environment.
- Be proficient in Microsoft Office (PowerPoint, Word, Excel).
