Principal Manager, Response & Communications Centre (rcc)

GovTech Singapore

Singapore
Call centre operations management
Supervise outsourced call centre staff
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.
  • Manage triaging of vaping cases to appropriate intervention pathways and coordinate case handovers with Case Management Operations (CMO).
  • 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 outsourced call centre staff
  • Case triaging and coordination
  • Escalation management
  • Performance monitoring and reporting
  • Process improvement and SOP management

Nice-to-have

  • Service excellence commitment
  • Continuous improvement drive
  • Rotational duty supervision willingness

Key Requirements

  • 4 to 6 years' experience
  • Supervisory experience
  • Experience coordinating with government agencies
  • Strong analytical skills
  • Excellent communication and interpersonal skills
  • Customer service orientation

Work Rights

Not specified

Tailored Resume

Cover Letter