Principal Manager, Response & Communications Centre (rcc)

tech.gov.sg

Call centre operations management
Multi-stakeholder communication
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
  • multi-stakeholder communication
  • case triaging and coordination
  • performance monitoring and reporting
  • process improvement and SOP management

Nice-to-have

  • service excellence
  • continuous improvement
  • high-volume environment
  • rotational duty supervision

Key Requirements

  • 4-6 years experience in call centre operations
  • Supervisory experience managing call centre teams
  • Experience coordinating with government agencies
  • Experience with healthcare institutions
  • Experience in multi-stakeholder environments

Work Rights

Not specified

Tailored Resume

Cover Letter