Job Description

What the role is:
The Culture Pass Unit is a newly established inter-disciplinary department within the Ministry of Culture, Community, and Youth (MCCY). This department is tasked with leading a groundbreaking national initiative aimed at fostering cultural engagement and participation among a targeted demographic within our community. The goal of this initiative is to democratise access to arts and culture, encourage exploration and appreciation of diverse local arts and cultural offerings, and support the growth and sustainability of the local cultural ecosystem.
What you will be working on:
This role is responsible for overseeing the call centre management, deploying ground ambassadors, and customer service operations to support the Culture Pass Unit. 1. Call Centre Management: - Develop and implement standard operating procedures, call centre and response protocols, quality assurance measures and scripts and training materials to ensure consistent and accurate information dissemination. - Monitor call centre performance metrics and implement improvements as needed. - Work closely with IT and service vendors to ensure system efficiency, security and scalability. - Coordinate the implementation of business continuity plans for call centre operations to address potential disruptions and ensure service resilience. 2. Ground Ambassador Programme: - Design and implement a ground ambassador programme to promote cultural engagement. - Develop recruitment, training and performance frameworks for ground ambassadors to ensure high-quality engagement. - Coordinate ambassador deployments to various cultural events and locations. - Conduct tabletop exercises to simulate operational challenges and improve readiness of ground teams. - Monitor, evaluate and prepare reports on the effectiveness of ground operations, gathering insights to improve future outreach strategies. 3. Customer Service Excellence: - Develop and maintain high standards of customer service across all touchpoints. - Refine FAQs, knowledge bases and training materials to ensure accurate and consistent information is provided. - Establish customer feedback channels to capture public sentiments and improve service delivery. - Ensure seamless integration of customer service across call centre and ground operations. 4. Operational Oversight & Performance Monitoring: - Manage day-to-day operations of the customer service and ground operations teams - Implement systems and processes for accurate and timely collection of performance data. - Track and analyse customer service metrics, ground operations data and engagement trends to inform decision-making. - Implement service enhancements based on public feedback, operational data and best practices. - Prepare regular reports and updates for management on customer service performance and ground operations impact. 5. Stakeholder & Vendor Management: - Liaise with internal and external stakeholders to ensure coordinated service delivery. - Collect and act on feedback from team members and key stakeholders to improve operations. 6. Risk Management: - Conduct regular risk assessments to identify potential operational vulnerabilities and mitigation strategies. - Establish escalation protocols for handling emergencies, ensuring smooth coordination between call centres, ground teams, tech support and management. - Develop and implement business continuity plans to ensure uninterrupted customer service and ground operations in case of crises or disruptions. - Conduct tabletop exercises with internal teams and key stakeholders to test response plans and improve crisis preparedness.
What we are looking for:
Experiences - Minimum of 5 years of relevant experience in customer service management. - Experience in managing large-scale customer support operations/call centres, field deployments/ground operations teams, or public outreach programs. - Proven experience in Business Continuity Planning (BCP) and conducting tabletop exercises to ensure operational resilience. Competencies - Strong leadership and team management skills, with experience in training and overseeing frontline teams. - Excellent communication and stakeholder management skills, with the ability to work across government agencies and external partners. - Analytical mindset with the ability to track performance metrics and drive data-informed improvements. - Proficiency in project management and the ability to multi-task effectively Shortlisted applicants will be notified within 4 weeks of the closing date of this job posting.
About Ministry of Culture, Community and Youth:
We aim to build a cohesive and resilient society, deepening the sense of national identity and affinity for Singapore through strengthening community bonds, promoting of the arts and heritage, youth engagement, sports development, volunteerism and philanthropy.