Job Description

[What the role is]
The Service Experience Department (SED) oversees the operations of the NEA Contact Centre, drives the design and development of digital services as well as develops deep understanding of customer behaviours and requirements through analysis of customer data and service information.

[What you will be working on]

You will lead the NEA\xe2\x80\x99s Contact Centre teams (both in-house and outsourced) to provide excellent service to members of public, internal departments, and other government agencies to achieve high quality performance according to NEA service standards. Reporting to the Head (Contact Centre), your duties will include the following:

Oversee the daily operations of the Contact Centre teams handling public feedback to meet performance targets for service delivery and efficiency.

Drive Customer and Feedback Management to achieve customer service objectives, meet NEA Service Standards and in-line with whole of Government approach.

Develop leadership, teamwork, and staff competencies through staff training, coaching and development.

Resolve cases that are escalated beyond the Manager level and mentor staff on case management.

Champion system and process development and enhancement to provide a supportive work environment and performance.

Manage the Knowledge Repository Systems to ensure consistency and up-to-date information is made available to public and aid staff in case management.

Analyse, evaluate, and monitor data to develop improvement workplan and communicate analyzed results to Senior Management and Staff.

Lead Transformation efforts, Change Initiatives and Value-Added Projects to reduce workload and improve service delivery and efficiency.

[What we are looking for]

5 years of relevant working experience in the areas of Contact Centre, Customer Service, Quality Assurance and/ or Training.

Proficient and knowledgeable in relevant software, system and tools e.g. Customer Relationship Management Systems, Contact Centre Systems, Microsoft Office, Business Analytics and Training tools.

Enjoy thinking strategically, planning, and applying analytical reasoning in daily operation.

Display resourcefulness, ability to make sound decision and problem-solving skills in handling challenging cases.

Good communication and motivational skills and the ability to train, develop and engage those reporting to you.

Attention to the finer details, organised, able to multi-task and meet timelines.

Independent, self-driven and always ready to strive for improvement.

Able to work in a fast-paced and dynamic environment that would require the ability to manage multiple priorities and stakeholders at the same time.

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.

Applicants will be updated on the status of their applications within 4 weeks of the closing date of this job posting.

Government Technology Agency