Assistant Director / Senior Manager (Contact Centre Operations & Pla

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”. ServiceSG set up its first central contact centre in Aug 2022, operated by an outsourced partner, with 16 agencies onboard as users. Its wide scope and diverse operations have allowed ServiceSG to respond swiftly to call surges within days. It has built-in levers to allow swift scale up of a hired workforce whenever needed, and is working to expand the pool of manpower it could tap on, by identifying, tagging and training a group of public officers from the service delivery job role, to prepare them for immediate mobilisation to handle calls during a national emergency. By doing these, ServiceSG provides greater capacity and flexibility to manage call centre operations during a crisis, rather than relying on the call centre and/or staff capacity of one lead agency which could be overwhelming.

As Assistant Director / Senior Manager, ServiceSG Contact Centre Planning and Operations, you play a pivotal role in supporting the Director in the establishment and operationalisation of the Whole-of-Government (WOG) Resilience Community. This includes working with agency stakeholders to identify and train Public Service officers to manage high-volume, fast-paced contact centre operations, driving innovation and transformation projects, and ensuring the seamless delivery of citizen-facing services during both peacetime and crisis situations. The role also involves strategic vendor and stakeholder management, surge operations planning, and the implementation of technological solutions to enhance service delivery and productivity. You will set up a WOG Resilience Community, partnering with some of the biggest government contact centres to strengthen Singapore’s readiness for the next emergency. [Responsibilities] Reporting to the Director, you will be responsible for implementing ServiceSG’s strategy of developing manpower contingency plans, integration of systems for WOG crisis readiness, while building strong partnerships with agency stakeholders to ensure operational excellence in service delivery during crisis. [Key Areas of Responsibilities] • Contact centre infrastructure set up including Telephony and CRM systems integration across agencies, Knowledge Management system development, capacity planning for crisis operations, performance monitoring and analytics, vendor management for outsourced operations, and budget and procurement management for transformation initiatives. • Lead AI implementation and digital transformation initiatives for contact centre operations, working with the Director to recommend and design technology strategies that enhance productivity, citizen experience, and operational efficiency across the Whole-of-Government contact centre network • Develop and execute manpower contingency plans for crisis response, including the identification and training of public officers for the Resilience Community, and establishing strategic partnerships with agency contact centres to create an integrated network for crisis response • Design and deploy advanced contact centre capabilities including AI bots, hotlines, livechat channels and crisis contact channels that can scale rapidly during emergencies while maintaining high service standards • Lead the annual readiness planning activities, including simulation exercises, systems integration and interoperability checks and operationalising ServiceSG’s contingency plans during crisis

An ideal candidate should possess: • Minimum 8 years of experience in contact centre operations or service delivery transformation, with demonstrated experience in implementing AI solutions • Strong understanding of contact centre technologies and digital transformation initiatives • Experience in crisis management and contingency planning • Proven track record in managing large-scale transformation projects involving multiple stakeholders • Strong leadership skills with experience in managing hybrid teams (both in-house and outsourced) We seek a leader who thrives in a dynamic, start-up-like environment. The ideal candidate will be adept at navigating ambiguity, fostering innovation, and solving problems with a focus on action. [Work Experience & Competencies] The ideal candidate will exhibit: • [Improving and Innovating Continuously]: Ability to create safe environments for teams to constructively challenge the status quo in contact centre operations through various means such as ideation and experimentation with AI and digital technologies while managing risks and resources. • [Leadership in Customer Service]: A proven track record of leading teams to deliver empathetic and effective customer service, with a knack for understanding and addressing citizen needs. • [Strategic Customer Experience Vision]: A visionary approach to transforming service delivery, leveraging new technologies to enhance customer-centricity and productivity. • [Analytical and Decision-Making Skills]: Exceptional analytical skills, with the ability to make sound judgments in complex situations. • [Stakeholder Management]: Strong capabilities in engaging with Public Service agencies to drive service transformation and integration. • [Expertise in Procurement and Vendor Management]: Extensive experience in procurement, contract, and vendor management.