[What the role is]
The incumbent supports the Deputy Director in overseeing call centre operations for vaping case management. He/ She manages the day-to-day call centre operations, supervises frontline teams handling multi-stakeholder communications, and ensures effective case triaging and coordination across enforcement and rehabilitation pathways. 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.
[What you will be working on]
Daily Call Centre Operations & Supervision
- Oversee daily call centre operations and supervise outsourced call centre staff handling inbound and outbound calls.
- Provide rotational duty supervision to maintain service continuity and ensure adherence to operational protocols.
Case Triaging & Coordination
- Manage triaging of vaping cases to appropriate intervention pathways and coordinate case handovers with Case Management Operations (CMO).
- Ensure accurate case updates in CRM systems and timely case closure.
Escalation Management & Complex Case Handling
- Handle complex calls and escalated cases requiring specialised intervention.
- Coordinate with internal teams and external agencies to implement escalation protocols and resolve high-priority or sensitive cases.
Performance Monitoring & Reporting
- Monitor call performance metrics, case statistics, and service quality indicators.
- Generate daily operational summaries and reconcile CRM data to ensure accuracy in case tracking and reporting to management.
Process Improvement & SOP Management
- Develop and update call scripts, workflows, and SOPs to enhance service delivery.
- Identify operational gaps and implement process improvements to ensure compliance with service standards.
Vendor Management Support
- Support management of outsourced call centre operations through quality assurance, performance monitoring, and service level compliance.
- Address operational issues and coordinate service improvements with vendor.
Other Duties
- Perform any taskings and duties as directed by the Deputy Director or senior management.
[What we are looking for]
Qualifications And Experience
- Relevant background with minimum 4 to 6 years experience in call centre operations, customer service management, or healthcare communication services.
- Supervisory experience managing call centre teams in high-volume operational environments.
- Experience coordinating with government agencies, healthcare institutions, or multi-stakeholder environments.
Core Competencies And Skills
- Strong analytical skills with ability to monitor performance metrics and generate operational reports for management decision-making.
- Excellent communication and interpersonal skills with proven ability to handle escalations and resolve complex cases professionally.
- Customer service orientation with commitment to maintaining service excellence and driving continuous improvement.
- Willingness to perform rotational duty supervision for round-the-clock operational coverage.
The successful candidate will be offered a 1-year contract (with option for automatic renewal for a further one year) in the first instance.
Shortlisted candidates would be contacted within 30 days from the closing date of the advertisement. We regret that only shortlisted candidates would be notified.
