Principal Manager, 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
  • Rotational duty supervision willingness

Work Rights

Not specified

Tailored Resume

Cover Letter