Principal Manager, Response & Communications Centre (rcc)
nyp.edu.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, 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 triaging of vaping cases, handling escalations, monitoring performance metrics, and driving service excellence in a high-volume environment.
The role requires strong analytical and communication skills, with a commitment to maintaining service excellence and willingness to perform rotational duty supervision.
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 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 commitment
Continuous improvement drive
Round-the-clock operational coverage
Key Requirements
4 to 6 years' experience in call centre operations
Supervisory experience managing call centre teams
Experience coordinating with government agencies
Experience coordinating with healthcare institutions
Experience coordinating with multi-stakeholder environments