Assistant Director, Response & Communications Centre (rcc)
nyp.edu.sg
Call centre operations
Case triaging and coordination
Escalation management
The incumbent supports the Deputy Director in overseeing call centre operations for vaping case management, managing day-to-day operations and supervising frontline teams
Job Summary
The incumbent supports the Deputy Director in overseeing call centre operations for vaping case management, managing day-to-day operations and supervising frontline teams.
Key responsibilities include managing case triaging, coordinating with Case Management Operations, handling escalations, and monitoring performance metrics.
The role involves developing and updating call scripts, workflows, and SOPs to enhance service delivery and support vendor management.
Matching Summary
The incumbent supports the Deputy Director in overseeing call centre operations for vaping case management, managing day-to-day operations and supervising frontline teams.
Skills & Requirements
Must-have
call centre operations
case triaging and coordination
escalation management
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 or healthcare institutions
Willingness to perform rotational duty supervision