[What the role is]
Job Description Summary
You will play a key role in monitoring outsourced contact centre performance, ensuring smooth day-to-day operations, and contributing to the delivery of reliable and citizen-centric services. You will work closely with internal teams and service partners to ensure service standards are met, operational issues are resolved promptly, and a consistent customer experience is delivered.
[What you will be working on]
- Monitor daily operations of NEA's outsourced contact centre across multiple service channels, including calls, email and digital platforms, tracking performance metrics such as response time, backlog and handling time, and flagging deviations early
- Work closely with the service partner to ensure adherence to service standards, SOPs and workflows, monitoring vendor performance against KPIs and SLAs and following up on gaps
- Coordinate responses when service issues arise, including during peak demand or disruptions, supporting incident management and service recovery efforts
- Track and coordinate the resolution of operational issues, escalated cases and aged cases, maintaining accurate operational trackers and ensuring proper documentation of issues and follow-up actions
- Liaise with internal divisions to clarify operational issues and facilitate communication between the vendor and internal teams to ensure alignment
- Support the preparation of operational updates and reporting, and contribute to campaign planning, drafting of FAQs and public-facing communications over time
- Help stress-test public communications to ensure clarity and effectiveness
[What we are looking for]
The job might be for you if you possess the following qualities:
- Fresh graduates and those with up to three years of experience are welcome to apply; prior experience in contact centre or service operations will be an advantage
- Detail-oriented and well-organised, with the ability to manage operational records and track multiple workstreams simultaneously
- Comfortable working with data and performance metrics, with the ability to interpret data and translate findings into actionable recommendations
- A clear and confident communicator, both written and verbal, with good stakeholder management skills
- Proactive and adaptable, with the ability to work in a dynamic environment and respond to evolving operational needs
- Genuinely passionate about delivering good public services and committed to service excellence
As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.
