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 central 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.

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.

• Ensure the contact centre meets performance KPIs for all stakeholder agencies’ service channels
• Ensure that vendor operates the contact centre according to ServiceSG and stakeholder agencies’ requirements
• Set up processes and systems to enable contact centre to deliver omnichannel service with ServiceSG’s channels
• Plan and ensure smooth operations 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 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 leading 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.

We are looking for an experienced and motivated individual who can work independently in a fast-paced start-up environment. You should be comfortable with ambiguity and open to explore new ideas and an action-focused problem solver.

An Ideal Candidate Should Possess The Following

• [Customer Service and Case Management]: Demonstrate care and empathy in understanding citizen’s underlying needs and going the extra mile to help, and escalating issues/feedback to relevant agency stakeholders as part of the close-the-loop process for policies/services implementation. You should possess the ability to communicate effectively through written and oral presentation.
• [Customer Experience Strategy and Engagement]: Transform service delivery through identifying and translating new technologies to new ways of delivering contact centre services which are more customer-centric and productive. Reimagine the delivery of contact centre services from a customer-centric perspective, identify improvements and redesign the operational or service recovery processes.
• [Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind.
• [Working Effectively with Stakeholders]: Able to work closely with other Public Service agencies to drive the service transformation initiative and achieve better coordination and integration of technology and processes.
• [Procurement and Contract Management]: Proficient in procurement, contract and vendor management.