Manager (Contact Centre Operations)

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 apply.)

Appointment will be commensurate with your experience.

Only shortlisted candidates will be notified.