Assistant Director, Response & Communications Centre (rcc)
nlb.gov.sg
Call centre operations management
Supervise frontline teams
Case triaging and coordination
The incumbent supports the Deputy Director in overseeing call centre operations for vaping case management
Job Summary
The incumbent supports the Deputy Director in overseeing call centre operations for vaping case management.
The incumbent maintains operational standards, manages escalations, supports performance monitoring, and drives service excellence in a high-volume environment serving offenders, law enforcement agencies, and healthcare institutions.
Develop and update call scripts, workflows, and SOPs to enhance service delivery.
Matching Summary
The incumbent supports the Deputy Director in overseeing call centre operations for vaping case management.
Skills & Requirements
Must-have
Call centre operations management
Supervise frontline teams
Case triaging and coordination
Performance monitoring and reporting
Process improvement and SOP management
Vendor management support
Nice-to-have
Service excellence
Continuous improvement
High-volume environment
Multi-stakeholder communications
Key Requirements
4 to 6 years experience in call centre operations
Supervisory experience managing call centre teams
Experience coordinating with government agencies
Willingness to perform rotational duty supervision