Manager/ Senior Manager, Customer Support

[What the role is]

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.

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 and it specifically manages the contact centre function that supports the various HPB programmes and services. As we embark on a transformation journey to enhance our customer experience delivery, we are looking for a Senior Manager to provide strategic support for key initiatives and management of the contact centre operations to improve customer experience and operational efficiency.

[What you will be working on]

• Establish collaborations with internal programme teams and external stakeholders to streamline customer service processes, develop operational workflows for efficient case resolution and follow up support.
• Drive continuous improvement initiatives to reduce contact centre average handling times whilst maintaining service quality standards and enhancing first-call resolution rates.
• Collaborate with contact centre managers and key staff to review operational matters, conduct performance improvement discussions and monitor service delivery metrics. Focus areas include high-touch cases, service performance, escalation procedures, service delivery challenges and maintaining consistency in service quality through systematic oversight and development of coaching guidelines to ensure continuous operational excellence.
• Ensure contact centres meet established and contractual service performance standards across all enquiry lines.
• Manage contact centre contracts and vendors to ensure optimal operational performance. Develop comprehensive resourcing plans based on anticipated enquiry volumes and ensure adequate manpower allocation to meet service level agreements and key performance indicators.
• Facilitate contact centre manpower onboarding and offboarding processes, ensuring proper system access and operational readiness whilst maintaining knowledge transfer and service continuity.
• Ensure contact centre systems utilisation by ensuring contact centre agents fully leverage available features. Support programme teams with system set up and reporting.
• Improve customer experience and efficiency through suggestions for continuous improvement, based on programme teams and contact centre feedback on system usage. Support system modifications and feature enhancements through requirement gathering and UATs to improve customer experience.
• Design and implement conversational flows and dialogue management for chatbots. Use data and machine learning model development to enhance chatbot performance. Conduct comprehensive testing, analyse user feedback, and continuously refine chatbot capabilities.

• Create comprehensive documentation, training materials, and conduct workshops for relevant stakeholders on chatbot and system enhancements.

• Drive end-to-end development and deployment of technical enhancements projects to improve contact centre workflows and support citizens' self-help initiatives.

• Implement measures to ensure adherence to risk and data security policies in compliance with organisation's standards and regulations.
• Support any other departmental initiatives, ad-hoc projects and administrative responsibilities such as budget, audit or procurement, demonstrating flexibility and adaptability to changing business needs and contributing to the overall success of the department and organisation.

[What we are looking for]

• Diploma or Degree in Business Administration, Communications, Operations Management or other relevant qualifications.
• Candidates with at least 6 years of relevant working experience will be considered.
• Professional certifications in customer service management, contact centre operations, or project management would be advantageous.
• Strong interpersonal skills and ability to build relationships across departments.
• Committed to enhancing customer experience and maintaining high service standards, with empathy for internal stakeholders and customers.
• Possess a data-driven mindset and has an aptitude for technology; meticulous and attention to details, particularly when dealing with system testing and performance reporting and data analysis.
• Team player with ability to multi-task and succeed in a fast-paced matrix environment whilst maintaining quality standards.
• Able to navigate changing priorities, handle pressure, and maintain effectiveness in a dynamic contact centre environment with strong problem-solving capabilities.
• Proficiency in Microsoft Office (PowerPoint, Word, Excel) and familiarity with contact centre software, CRM systems
• Strong written and verbal communication skills in English

Minimum 5 years of experience in most or all the following areas:
- Managing contact centre operations including knowledge of contact centre technologies, processes, KPIs and workforce management.
- Experience in customer service delivery and customer satisfaction measurement with proven track record of improving service metrics.
- Presenting data to effectively communicate with stakeholders and relevant parties.
- Strong background in driving continuous improvement to enhance customer experience through self-help projects and contact centre efficiency.
- Proven experience in cross-functional collaboration, particularly with internal programme teams, external stakeholders and vendors in complex organisational structures.