About The Role
Terra Systems Pte Ltd is hiring for the position of Hotline Call Agent to support a National Crisis & Emergency Hotline Operations Centre. This role is offered under the
Workforce Singapore (WSG) Mid-Career Pathways Programme (MCPP), a structured 4-month traineeship designed to equip mature mid-career individuals (aged 40 and above) with the skills and experience needed to build a long-term career in emergency contact centre operations.
Successful candidates will undergo a mandatory
3-week classroom training programme conducted by the client, followed by structured on-the-job training at the Operations Centre. Upon satisfactory completion of all training requirements and the MCPP attachment, candidates will be offered
full-time permanent employment with Terra Systems.
Training Period & Commitment
Classroom Training
15 June 2026 – 3 July 2026
On-the-Job Training (OJT)
Commences immediately after classroom training
Total MCPP Duration
4 months
Training Allowance
S$2,400 per month
(CPF is not applicable during the training period)
One-Time Sign-On Bonus
S$500 upon successful completion of all training requirements
Post-MCPP Employment
Full-time permanent, subject to satisfactory performance
⚠️
Important: During the OJT period, trainees are required to strictly adhere to the assigned shift schedule at the Operations Centre. Attendance and punctuality are critical operational requirements given the life-safety nature of the emergency hotline.
What You Will Do
- Handle inbound emergency calls on the National Crisis & Emergency Hotline, conducting call triage and coordinating appropriate emergency response in accordance with the client's protocols
- Maintain composure and professionalism when managing time-critical, high-stress calls from distressed members of the public
- Accurately document all emergency interactions and incident reports in real time using the call management system
- Adhere strictly to the client's standard operating procedures, Official Secrets Act (OSA) obligations and data protection requirements
- Report for duty at least 15 minutes before shift commencement
Shift Schedule
This role operates on a
24/7 rotating 4-shift cycle inclusive of weekends and public holidays:
Day Shift: 0815 hrs – 2015 hrs
Night Shift: 2015 hrs – 0815 hrs (next day)
Rest Days: 2 days per 4-day cycle
Deployment location will be provided upon confirmation of placement.
Training Requirements
- Minimum 90% attendance of the 3-week classroom training is mandatory
- Trainees must achieve a minimum score of 85% in the client's end-of-training assessment to proceed to deployment
- Candidates who score between 80%–84% may, at the client's discretion, undergo an additional week of training with re-assessment
- Candidates who do not meet the minimum score after all permitted re-assessments will not proceed to deployment and the traineeship will lapse
Who We Are Looking For
- Singapore Citizens or Permanent Residents aged 40 and above (MCPP eligibility requirement)
- Able to commit to a 24/7 rotating shift schedule including nights, weekends and public holidays
- Strong verbal communication skills with a calm, composed demeanour under pressure
- Meticulous with data entry and able to maintain accuracy during live emergency calls
- Willing to sign the Official Secrets Act (OSA) Declaration and comply with all client security and confidentiality requirements
- Must be able to obtain and maintain client security clearance (employment is contingent on clearance approval)
- Prior contact centre or customer service experience is advantageous but not required
What Happens After MCPP
Upon successful completion of the 4-month traineeship and meeting all performance requirements, you will be offered a
full-time permanent employment contract as a Hotline Call Agent with the following benefits:
- Attractive salary with shift allowance and variable component
- Annual leave, medical and dental benefits
- Long-term career development within Terra Systems growing contact centre operations
How To Apply
Interested candidates may send their resume to
[Confidential Information]s with the subject line:
Application — National Crisis & Emergency Hotline Call Agent (MCPP)
Terra Systems Pte Ltd is an equal opportunity employer. We welcome applications from all mature mid-career individuals regardless of gender, race or background. 
