Deputy Director, Customer Support - Singapore - HPB Health Promotion Board

HPB Health Promotion Board
HPB Health Promotion Board
Verified Company
Singapore

1 week ago

Wei Jie

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Wei Jie

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Description
Health Promotion Board (HPB) aims to empower Singaporeans to embrace healthy living, every day.

To serve Singaporeans, HPB engages its customers via various on-ground and virtual 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, onsite customer care counters and roadshows for specific programmes.

We value the interactions with our customers at every touchpoint in the customer journey, and believe that a positive customer experience is what builds customer trust and loyalty, which help to make healthy lifestyle practices more sustained and pervasive over time.

The Customer Support is a department under the Customer Experience and Service Excellence unit. It specifically manages the contact centre function that supports all HPB programmes and services.


Responsibilities

  • Oversee the strategic planning and execution of the contact centre operations.
  • Provide strong, dynamic leadership that mentors, develops and guides team members.
  • Manages outsourced vendors to ensure smooth functioning of the contact centre, and continually improve service delivery, processes and quality management.
  • Work with vendors on resource planning in alignment with HPB's plans for new programme rollout.
  • Develop an effective vendor management programme to improve the performance of the vendors in meeting key performance indicators and contractual SLAs.
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation and performance reporting.
  • Be on top of trends and market practices in bestinclass contact centre service delivery.
  • Lead team in exploring new platforms for enhanced customer service delivery e.g. Knowledge Management System, Artificial Intelligence, Virtual Assistants, Implementation of Chatbot, use of WhatsApp, for more costeffective customer service.
  • Establish collaboration with both internal and external stakeholders in the development of operational workflows for efficient case resolution and follow up support.
  • Engage internal stakeholders and extended teams for major projects to set up processes, driving continual improvement in processes over time.
  • Supervise the planning and execution of the analysis of contact centre metrics and call drivers to identify issues and opportunities to improve delivery of service and better customer experience.
  • Lead and ensure effective contact centre support during times of sudden demand spikes and crisis situations.
  • Lead the regular operations review, vendor performance reviews to identify gaps and drive continuous improvements.
  • Monitor and plan the infrastructure and technical requirements of the contact centre.
  • Plan, monitor and review the department's budget to ensure costeffective utilisation.
  • Develop team competency within HPB and outside of HPB (outsourced contact centre vendors' teams)
  • Identify gaps in core skills and plan appropriate training/ courses critical for staff development and performance enhancement.
  • Ensure continuous performance improvement in customer satisfaction, service quality and cost.
  • Ensure boardwide requirements for operational risk management and risk assessment are being adhered to.
  • Oversee and supervise the planning and implementation of processes for tracking, measurement, reporting and evaluation of vendor performance.
  • Ensure the implementation of and adherence to stipulated Data Security and Data Sharing measures.
  • Establish collaboration with PSD and other public agencies to build synergy at strategic level to plan more seamless customer experience initiatives
  • Oversee extended health promotion efforts i.e. partnership with Science Centre.
**Requirements

Qualifications and Experience:

  • Relevant qualifications in Marketing, Business Administration, Operations Management or in a related field
  • Minimum 1012 years of proven track record in Contact Centre related work
  • Additional qualifications in contact centre operations, customer experience management and service delivery will be advantageous
  • Experience in people management, leading and directing multiple team members
  • Evidence of strong stakeholder management, planning and project management and organisational skills
  • Strong leadership and communication skills
  • Proven experience in customer service management
  • Possess a customer centric mindset and demonstrated ability to create enthusiasm for shared vision and drive change
  • Proven ability to manage diverse efforts, synergize and navigate ambiguity and change
  • Resourceful multitasker and quick thinker
  • Problem solving and critical thinking skills
  • Ability to navigate a complex matrix environment