Manager (Contact Centre Operations)

2 weeks ago

Singapore Ministry of Defence Singapore Full time $90,000 - $120,000 per year

MINDEF

Permanent/Contract

Closing on 03 Oct 2025

What the role is

You will be part of a dynamic team responsible for delivering exceptional customer service at the NS Contact Centre (NSCC), to MINDEF/SAF's customers who contact us through various service channels such as web chat, emails and phone calls.

What you will be working on

  • Develop and implement strategies to optimise service operations and enhance customer satisfaction at NSCC
  • Manage the NSCC service provider to meet the stipulated Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and other business, contractual and compliance requirements
  • Collaborate with domain owners to streamline processes, resolve customer issues and implement service enhancements
  • Oversee the training roadmap for NSCC's customer service officers to ensure they are equipped with the necessary skills and knowledge to deliver exceptional service to customers
  • Oversee management reporting, operations/performance analysis, content and feedback management as well as implement corrective actions
  • Audit the operations and processes to ensure compliance with Standard Operating Procedures (SOP) and contractual requirements
  • Support MINDEF/SAF's public communications and engagement, such as for roll-out of key initiatives and policy changes, through the NSCC service channels such as webchat, calls and emails
  • Manage selected feedback, and ensure case resolution and fulfilment of prevailing service standards for these feedback
    Challenge(s)
  • Keeping abreast of emerging technologies, tools, industry trends and best practices in contact centre operations to implement innovative solutions and drive continuous improvement

What we are looking for

  • At least 3 years of work experience in a service delivery or operations management role is preferred
  • Service-oriented
  • Good interpersonal, communication and writing skills
  • Adept at problem-solving.
  • Project management experience and/or data analytics skills will be advantageous
    (Applicants with no experience may .)
    Appointment will be commensurate with your experience.
    Only shortlisted candidates will be notified.

About MINDEF

The mission of MINDEF and the Singapore Armed Forces is to enhance Singapore's peace and security through deterrence and diplomacy, and should these fail, to secure a swift and decisive victory over the aggressor.
The Defence Executive Officer (DXO) scheme is the non-uniformed career scheme of MINDEF that offers myriad opportunities in various job functions, such as corporate communications, cyber security, data analytics and visualisation, defence policy, finance, HR, psychology, and more. Embodying the same level of commitment towards defence, DXOs work together with their military counterparts to contribute to MINDEF/SAF's mission and ensure Singapore's security and stability. United by this common cause, our lines of defence complement each other to secure the prosperity and progress of our nation.

About your application process

This job is closing on 03 Oct 2025.

If you do not hear from us within 4 weeks of the job ad closing date, we seek your understanding that it is likely that we are not moving forward with your application for this role. We thank you for your interest and would like to assure you that this does not affect your other job applications with the Public Service. We encourage you to explore and for other roles within MINDEF or the wider Public Service.

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