Assistant Director, Customer Support

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.

The Customer Support team manages the contact centre support requirements for the various HPB programmes and services. As we embark on a transformation journey to enhance our customer experience delivery, we are looking for an Assistant Director to provide strategic planning for key initiatives and management of the contact centre operations to improve customer experience and operational efficiency.

**Responsibilities**:

- Develop and implement customer support strategies, processes and standards, whilst providing project management and support for departmental initiatives to drive improvements in customer experience.
- Manage processes for continuous improvement of customer experience, quality management, resourcing planning, and agent training.
- Provide strong, dynamic leadership to develop and guide team members.
- Drive end-to-end development and deployment of system enhancements to improve contact centre workflows and support citizens’ self-help initiatives.
- Implement measures to ensure adherence to risk and data security policies.
- Liaise with internal stakeholders to establish and enforce efficient interaction management to support case management processes.
- Develop training roadmaps for outsourced contact centre staff, relevant stakeholders and customer support teams.
- Operationalise service quality framework to audit transactions and identify service delivery improvement opportunities.
- Work effectively across the organisation with stakeholders and contact centre to onboard and support knowledge transfer of new and existing programmes and services.
- Plan and supervise the collection and analysis of contact centre metrics to proactively identify issues and opportunities to ensure consistent delivery of customer service.
- Manage the overall contact centre support during times of sudden demand spikes and ‘crisis’ incidents.
- Oversee outsourced contact centre vendors to ensure delivery of the required customer support services. Monitor operational reports and performance to ensure targets are met.
- Plan and monitor budget requirement to ensure effective utilisation.
- Prepare the required reports for submission including budget planning/utilisation reports, interaction management, programme support update report etc.
- Conduct resource planning with outsourced vendors in alignment with programme rollouts, scale-ups and post peak scale down.
- Mediate between various programme teams and contact centre vendors for alignment of business objectives.
- Identify and alert relevant stakeholders on potential escalation as part of case and complaint management.

**Requirements**:
**Qualifications and Experience**:

- At least 8 years of experience in contact centre management, with a proven track record of customer support projects and related work.
- Strong background in contact centre technologies and operations related improvement projects.
- Track record of interacting with multiple stakeholders, including internal departments, technical teams, and external vendors.

**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.
- Leadership qualities to effectively manage teams, coordinate with various stakeholders, and clearly convey complex information.
- Strategic thinking ability to develop and execute long term strategy for the customer support, as well as analytical and problem-solving skills; skilled at identifying issues, developing innovative solutions, and implementing improvements across various aspects of contact centre operations.
- Possess a data-driven mindset and has an aptitude for technology; meticulous attention to detail, particularly when dealing with system testing and budget management.
- 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. Ability to persuade and influence stakeholders at different levels.