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Manager (Customer Experience) (MXDD) (1-year Temp Contract)
Full-time
What The Role Is
The Customer Experience (CX) team drives service delivery transformation across the One Contact Centre (OCC) and its digital channels, ensuring responsive and citizen-centric service aligned with organisational goals.
Key Responsibilities
As a Manager (Customer Experience), you will collaborate with CX professionals, service delivery providers, and key stakeholders to drive service excellence across OCC and its digital channels, shaping how SWDA serves its citizens through quality assurance, live chat operations, and continuous service improvement.
What You Will Be Working On
Live Chat Operations
Manage the day-to-day operations of the in-house live chat channel, ensuring timely, accurate, and professional responses to citizen enquiries
Monitor live chat performance and service levels, identifying gaps and driving continuous improvement
Develop and maintain operational workflows, escalation pathways, and knowledge resources to support live chat service delivery
Co-lead and train the live chat team, ensuring staff are equipped with the knowledge and skills to deliver quality service
Assist in establishing escalation pathways for complex queries requiring human intervention or routing to other channels
Identify recurring knowledge gaps or inaccuracies in responses and flag them to the team for follow-up
Contact Centre Operations & Customer Experience
Support the team in managing the outsourced contact centre, including liaising with the vendor for operational data and reports, and assisting in monitoring service performance against established standards
Support contact centre agents in clarifying and resolving escalated enquiries, including identifying the appropriate agency or division to route complex cases to.
Review call and chat interactions against the established QA framework to assess service quality and document findings in accordance with established performance frameworks
Contribute to service recovery efforts as required
Quality Assurance & Training
Operationalise and continuously improve the Quality Assurance framework for the contact centre, establishing performance benchmarks, KPIs, and audit plans to ensure consistent and high-quality service delivery
Monitor compliance to SOPs and service standards, identifying service gaps and lapses across service delivery channels and working with relevant stakeholders to drive improvements
Support the development and improvement of training frameworks across the contact centre and in-house live chat team, covering onboarding, continuous learning, and knowledge transfer to ensure staff are well-equipped to deliver quality service
Customer Experience
Deliver service interactions that are empathetic, clear, and aligned with public service values
Support the team in other CX initiatives and activities as required
What We Are Looking For
Fresh graduates from any discipline are welcome to apply.
Knowledge & Skills
Strong analytical and problem-solving skills with ability to understand complex operational processes
Excellent written and verbal communication skills to manage citizen enquiries, engage stakeholders, and support training delivery in a clear, professional, and empathetic manner.
Strong interest in customer service excellence and digital transformation initiatives
Familiar with digital customer service platforms such as CRM systems and live chat tools, and a keen interest in using technology to enhance service delivery.
Proficiency in data analysis and reporting, with familiarity in Microsoft Office suite
Collaborative mindset with ability to work effectively in cross-functional teams
An interest in AI-enabled tools and automation to improve workflow and service quality is a plus.
Aptitude & Attributes
Meticulous and resourceful with excellent time-management and attention to detail, with a commitment to quality outcomes.
A proactive mindset with the ability to identify service gaps and flag them for continuous improvement.
Self-motivated and able to work independently as well as collaboratively with internal teams and external stakeholders.
Possess effective interpersonal skills with the ability to maintain a positive and adaptable attitude towards evolving responsibilities.
Prior internship or project experience in customer service, process improvement, or service design would be an added advantage.
