The Customer Support team oversees 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 a contact centre manager to uphold service delivery standards. The contact centre manager will also contribute towards shaping customer interactions as the team is implementing of tech solutions, including AI and digital touchpoints, to optimise service delivery. This short-term position offers valuable experience in customer support management and the opportunity to be involved in the advancement of public health engagement services.

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. 

Responsibilities:

Service Delivery Management of the Contact Centre

Ensure compliance with service standards and monitor quality metrics. Analyse performance data to identify trends and inform improvements. Support case processing workflows and resolutions.

Project Management

Manage process improvement projects relating to CRM system, work closely with stakeholders to ensure requirements are met, system solutions implemented, and stakeholders are informed of the progress. Execute User Acceptance Testing (UAT) when required, ensuring that changes meet user needs and improve overall workflow efficiency. Updates system documentation and user guides reflecting implemented system changes. Provides updates to system users on system changes. Provides first level support of system updates such as changes or edits to contact centre system performance reports and email templates.  Support training database and self-help knowledge base by updating content for agents and citizens. Perform any other duties / undertake ad-hoc projects as required.

Relevant Experience

• Possess relevant experience in supporting contact centre operations in the following areas:
  • Experience in contact centre environment, with a proven track record of improving operational efficiency and service delivery.
  • Strong background in system enhancement planning, and project management for contact centre technologies and workflow improvements.
• Proven experience in vendor management of contact centre operations and/or experience as a business analyst would be an advantage
• Team player with ability to multi-task and succeed in a fast-paced 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.
• Be proficient in Microsoft Office (PowerPoint, Word, Excel)

Established in 2001, the Health Promotion Board’s (HPB) vision is to build a nation of healthy people. We aim to empower residents in Singapore to attain optimal health, increase the quality and years of healthy life, and prevent illnesses, disability and premature death. To achieve this, HPB drives national health promotion and disease prevention programmes, spearheads health education initiatives and creates a supportive environment in Singapore where healthy lifestyle options are available and accessible for healthy living every day.