Assistant Director, Case Management Call Center

Public Service Division; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A government agency is seeking a Call Centre Manager to oversee operations for vaping case management in Singapore. The incumbent will manage daily call centre activities, supervise staff, and ensure effective case handling. With 4 to 6 years of experience in customer service management and excellent analytical and communication skills, the successful candidate will ensure high-quality service delivery. This is a 1-year contract position with the possibility of renewal.

Qualifications

• Minimum 4 to 6 years' experience in call centre operations or customer service management.
• Supervisory experience in high-volume operational environments.
• Experience coordinating with government or healthcare agencies.

Responsibilities

• Oversee daily call centre operations and supervise staff.
• Manage triaging of vaping cases and coordinate handovers.
• Handle complex calls and escalated cases.
• Monitor call performance metrics and service quality indicators.
• Develop and update call scripts and workflows.
• Support management of outsourced call centre operations.

Skills

Analytical skills

Communication skills

Customer service orientation

Interpersonal skills

Job description

A government agency is seeking a Call Centre Manager to oversee operations for vaping case management in Singapore. The incumbent will manage daily call centre activities, supervise staff, and ensure effective case handling. With 4 to 6 years of experience in customer service management and excellent analytical and communication skills, the successful candidate will ensure high-quality service delivery. This is a 1-year contract position with the possibility of renewal.