Manager / Assistant Manager (Contact Centre Operations & Planning)

Role overview

ServiceSG is hiring a Manager or Assistant Manager to support the redesign and strengthening of its contact centre operations. The role sits within a wider public service transformation effort aimed at delivering citizen services in a more joined-up, seamless, and person-centred way. Instead of having citizens navigate many agencies and hotlines, the goal is to create a more integrated service journey through digital, physical, and central contact centre channels.

The contact centre function is being developed to streamline and consolidate hotlines across government, support partner agencies during peak demand, and serve as a central response channel during national emergencies or crises. This role will help shape that transformation through technology adoption, process redesign, operational planning, and agency collaboration.

Transformation strategy

• Partner with the Director to shape and carry out the transformation roadmap for ServiceSG’s contact centre operations.
• Develop business cases and obtain funding support for transformation initiatives.
• Redesign service journeys and workflows to improve the citizen experience across contact centre channels.
• Identify and work with technology partners to improve service quality and operational productivity.

Ops-tech project management

• Coordinate project schedules, people, vendors, contracts, and budgets to deliver transformation work successfully.
• Test, roll out, and embed technology solutions into contact centre operations while keeping disruption low.
• Create and run training programmes that help staff adopt new systems and updated processes.
• Define performance indicators, track outcomes, and report on progress using data to guide adjustments.

Operations management and partner collaboration

• Work with the Assistant Director and agency partners to clarify goals and identify operational improvements.
• Review contact centre performance data regularly and translate findings into practical actions.
• Spot opportunities to improve efficiency, service quality, and customer satisfaction.
• Collaborate across agencies, channels, and functional teams to drive better coordination and service integration.

What the role is looking for

This position suits someone who can work independently in a fast-moving, start-up-like setting and who is comfortable adapting quickly to changing needs. The ideal candidate is action-oriented, results-driven, and willing to take calculated risks, try new approaches, and follow through to deliver outcomes.

Work experience and competencies

• Strong customer service and case management skills, including empathy, the ability to understand underlying citizen needs, and the ability to escalate issues or feedback through close-the-loop processes.
• Clear written and verbal communication skills, including the ability to present ideas effectively.
• Capability to improve service delivery by translating technology into more customer-centric and efficient contact centre experiences.
• Sound analytical and critical thinking, especially when working through ambiguity or loosely defined problems.
• Ability to synthesise information, make reasoned judgments, and propose practical solutions with stakeholder needs in mind.
• Experience working with public sector stakeholders to support service transformation and improve alignment across technology and processes.
• Good knowledge of procurement, contract administration, and vendor management.
• Proven project management ability across planning, execution, monitoring, and delivery of complex initiatives.
• Ability to lead change and handle resistance while staying focused on outcomes.

Advantageous experience

• Exposure to implementing AI solutions in contact centres.
• Hands-on experience with contact centre platforms such as CRM systems, IVR, and telephony tools.
• Understanding of government security requirements and customer data privacy obligations relevant to contact centre operations.

Additional information

Applicants are usually informed within 4 weeks after the closing date whether they have been shortlisted.

The selected candidate will initially be engaged on a 1-year contract.