Manager / Assistant Manager (Contact Centre Operations & Planning), ServiceSG

Context of the Role

In an era of rapid and significant change, the Public Service's operational landscape is evolving. We are confronted with intricate challenges that necessitate a reimagined approach to service delivery. The Public Sector Transformation (PST) initiative is our response to these changes, with ServiceSG at the forefront of revolutionizing public service delivery.

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 central contact centre. Our aim is to transform the current citizen experience of having to navigate across different public agencies to an experi...