Assistant Director / Senior Manager (Contact Centre Ops & Planning), ServiceSG

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 national 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. Responsibilities Reporting to the Senior Assistant Director, you will be responsible for supervising a team to oversee the operations of ServiceSG Contact Centre, developing 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 delivers the required KPIs. In addition, you will also design processes to ensure that the contact centre works seamlessly with other service channels to provide omnichannel service to the public. 1. Operations & Service Delivery Management Focus: Day-to-day performance, service quality, and operational execution & excellence • Ensure the contact centre meets performance KPIs across all stakeholder agencies and service channels • Ensure vendor operations comply with PSD and stakeholder requirements • Investigate and address poorly rated calls and complaints (service recovery) • Develop and implement improvement plans to address service lapses • Monitor and analyse contact centre data to manage demand, including ad hoc and seasonal surges 2. Vendor & Contract Governance Focus: Oversight, accountability, and value delivery from outsourced partners • Manage and work closely with outsourced vendor to resolve operational issues and drive continuous improvement • Conduct regular performance reviews with vendor • Handle procurement, contract management, finance, and administrative functions 3. Stakeholder Management & Partnership Development Focus: Alignment, collaboration, and multi-agency coordination • Establish and maintain strong partnerships with stakeholder agencies through regular engagement • Plan and supervise onboarding of stakeholder agencies and new service channels • Ensure timely reporting (daily/monthly) to stakeholder agencies on performance 4. Service Design & Process Optimisation Focus: Standardisation, efficiency, and citizen-centric service design • Design and implement processes to enable omnichannel service delivery • Plan and operationalise cross-referral of government services (scripts, escalation flows, rotation of services) • Ensure cross-referral KPIs and service standards are met 5. Knowledge Management & Capability Enablement Focus: Equipping agents and ensuring consistency of service delivery • Oversee development and maintenance …