What the role is

At #TeamCPF, you're not just joining a team; you are embracing a culture of excellence, collaboration, and meaningful impact. You will play a pivotal role in empowering over 4 million members to secure their retirement, healthcare, housing needs and better navigate life's uncertainties.

We thrive on sharp minds and insightful decisions. Your ability to analyse and think critically isn't just valued; it's essential. Every choice you make contributes to our collective success.

Collaboration is our way of life. We believe in the power of effective partnerships and seamless communications across teams. Together, we amplify each other's strengths and achieve remarkable results.

Our learning never stops. We encourage your inquisitiveness and courage to embrace new challenges head-on. Your agility, readiness to challenge conventions, embrace of data-driven strategies, dedication to learning and applying new skills fuels our innovation and progress.

At the core of everything we do lies a genuine desire to make a difference. We serve our community and support each other with compassion, empathy, and unwavering dedications. Every action we take is guided by a deep sense of purpose and a commitment to those we serve.

Join us at #TeamCPF! Together, let's redefine possibilities and leave a legacy that echoes for generations.

What you will be working on

You will be part of CPFB's Customer Contact Centre (CCC)'s Performance and Operations Support Unit (POU), a strategic team that drives service excellence and transformation initiatives. In this role, you will provide crucial planning and strategic support to revolutionise our call and correspondence services that serve over 700,000 member interactions annually.

In this role, you will:

• Lead data analytics initiatives to understand member contact patterns and design upstream solutions for better policy and operational outcomes, utilising quantitative, text and speech analytics
• Support service transformation through implementation of new technologies like cloud telephony and GenAI, while redesigning customer service journeys for enhanced experience
• Develop workforce strategies and demand forecasting models to optimise operations, managing a hybrid workforce of in-house staff, vendors, temporary staff and Contract for Service (CfS) agents
• Assist in managing the Framework Agreement (FA) for contact centre services, including vendor management and providing implementation support to government agencies onboarding our FA
• Identify and implement process improvements to enhance operational efficiency and service quality

What we are looking for

We value the diverse talents and experiences that each individual brings to the table. While mastery of every requirement may not be necessary, familiarity and expertise in some of the following areas will position you for success within this team.

• Relevant experience in analytics, operations planning or contact centre management
• Proven track record in project management and stakeholder engagement
• Proficiency in data analysis tools (e.g., Python, R, SQL) and visualisation platforms (e.g., Tableau, PowerBI)
• Experience in workforce planning and vendor management is advantageous
• Excellent analytical and problem-solving skills with strong attention to detail
• Good communication skills and ability to present complex information clearly

The seniority of appointment and actual corporate job title will commensurate with individual work experiences.

Position is on a 1-year full-time contract directly under the payroll of CPF Board with an option to renew, contingent upon confirmation and subject to organisational needs. Additionally, there is potential for emplacement into a permanent position.

What you can expect

Being part of #TeamCPF means embarking on a challenging and rewarding career in a progressive workplace that values productivity and growth. Here's what awaits you:

• Opportunities to engage in a mix of formal and informal training, keeping your skills sharp in our ever-evolving technological landscape.
• Promotion opportunities based on your capability and on-the-job performance.
• A vibrant community of like-minded and friendly colleagues, where collaboration and creativity thrive.
• A hybrid work model that offers flexibility for remote work, subject to exigencies of service.
• Flexible dress code that empowers you to choose your appropriate outfit for the day.
• A comprehensive rewards package that includes annual leave, pro-family leave, medical and dental benefits, and access to recreational activities.