Senior Manager / Manager (Quality Service Management)

Communicable Diseases Agency (CDA); Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A public health agency in Singapore is looking for a Senior Manager / Manager (Quality Service Management) to develop quality service management initiatives and oversee comprehensive frameworks. The candidate should have at least 5 years of experience in call centre operations and possess excellent communication and problem-solving skills. The role involves managing multiple priorities in a fast-paced environment.

Qualifications

• 5 years in managing call centre operations and service quality initiatives.
• Experience in public relations or marketing communications is a plus.
• Service-oriented, resilient, team player.

Responsibilities

• Establish and oversee quality management frameworks.
• Evaluate service performance through data analysis.
• Manage interactions with call centre vendor.

Skills

Managing call centre operations

Driving service quality initiatives

Excellent communication skills

Problem-solving capabilities

Customer needs understanding

Education

Background in business administration or related field

Job description

[What the role is]

As Senior Manager / Manager (Quality Service Management), you will be part of the Corporate Communications team of the Communicable Diseases Agency (CDA).

You will be involved in developing and implementing quality service management initiatives and standards for CDA, contributing to the strategic objective of establishing proper corporate functions and administrative structures. You will also manage public enquiries and feedback during BAU and outbreaks.

You will be working in a fast-paced and dynamic environment that would require the ability to manage multiple priorities and stakeholders at the same time.

[What you will be working on]

• Establish and oversee comprehensive quality management frameworks and initiatives through standardised processes, procedures and performance metrics to ensure service excellence
• Evaluate service performance through data analysis and customer insights to drive improvements across all service delivery channels
• Collaborate with internal and external stakeholders to deliver consistent quality service outcomes
• Manage day-to-day interactions with call centre vendor, handle complex cases for both calls and emails, and curate FAQs for vendor during BAU and outbreaks
  
  
  

[What we are looking for]

• Background in business administration, quality service management, customer experience management, public relations, marketing communications, or a related field.
• 5 years in managing call centre ops, driving service quality initiatives and responding to public enquiries and feedback
• Service oriented, resilient, team player, excellent communication and written skills, problem-solving capabilities, deep understanding of customer needs
• As part of the shortlisting process for this role, candidates may be required to complete a medical declaration and/or undergo further assessment.
  
  
  

As part of the shortlisting process for this role, candidates may be required to complete a medical declaration and/or undergo further assessment.