Senior/ Manager, Customer Support (Contract ending 31 December 2027)

[What the role is]

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.

This role focuses on supporting the review of customer facing support content, a key initiative to enhance communication clarity across customer touchpoints. The position holder will also drive critical system enhancements and process improvements for the contact centre operations, while managing departmental budgets and resources. Success in this role requires strong project management capabilities, stakeholder management skills, and the ability to drive multiple concurrent initiatives.

[What you will be working on]

Contact Centre Operations

• Collaborate with contact centre managers and key staff to review operational matters, conduct performance improvement discussions and monitor service delivery metrics. Focus areas include high-touch cases, service performance, escalation procedures, service delivery challenges and maintaining consistency in service quality through systematic oversight and development of transaction monitoring guidelines and training roadmap to ensure continuous operational excellence.

• Manage contact centre contracts and vendors to ensure optimal operational performance. Develop comprehensive resourcing plans based on anticipated enquiry volumes and ensure adequate manpower allocation to meet service level agreements and key performance indicators.

Knowledge Management

• Lead review and rewrite of new customer facing support content, ensuring adherence to project timelines and quality standards

• Coordinate with stakeholders to gather requirements, manage acceptance of user testing results and content strategy review

• Oversee new content implementation into knowledge management portal, coordinate content updates, and implement regular audits to ensure adherence to HPB content writing guidelines, including coordinating ongoing refresher training

System Enhancement & Process Improvement

• Lead comprehensive requirement gathering with stakeholders to identify system improvement opportunities and ensure alignment with business objectives in the tech solutions implementation roadmap for contact centres

• Support UAT and maintain system documentation, process documentations, including tracking of success performance reports and user guides for new implementations of systems

• Plan, prioritise and support implementation of system enhancements, coordinating across technical teams and vendors

• Manage user accesses, coordinate agent training and refresher sessions to ensure high adoption rate of changes to system and workflow changes due to new system implementations such as GenAI solutions, sentiment analysis, case management

Project & Budget Management

• Develop and maintain comprehensive budget tracking systems, including regular financial reviews and vendor billing verification

• Support any other departmental initiatives, ad-hoc projects and administrative responsibilities such as audit or procurement, demonstrating flexibility and adaptability to changing business needs and contributing to the overall success of the department and organisation.

[What we are looking for]

• Relevant qualifications in Business Administration, Management, Communications, or Information Technology or equivalent.

• 5+ years of experience in contact centre management, with a proven track record of improving operational efficiency and service delivery

• Strong background in requirement gathering, system enhancement planning, and project management for contact centre technologies and workflow improvements.

• Experience in developing and maintaining training programmes, knowledge bases, and documentation for contact centre staff.

• Experience in budget management, financial reporting, and vendor relationship management within a contact centre environment.

• Track record of interacting with multiple stakeholders, including internal departments, technical teams, and external vendors to implement system changes and ensure alignment with business objectives.

Skills Requirements:

• Strong interpersonal skills and ability to build relationships across departments.

• Team player with ability to multi-task and succeed in a fast-paced matrix environment.

• Ability to effectively manage teams, coordinate with various stakeholders, and clearly convey complex information.

• Skilled at identifying issues, developing innovative solutions, and implementing improvements across various aspects of contact centre operations.

• Meticulous attention to detail, particularly when dealing with system testing and budget tracking.

• Able to navigate changing priorities, handle pressure, and maintain effectiveness in a dynamic contact centre 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.

Successful candidate will be offered a contract ending 31st December 2027