Assistant Director, Case Management Call Centre (CMCC) at Public Service Division

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

06 Apr, 26

Salary

0.0

Posted On

06 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Centre Operations, Customer Service Management, Healthcare Communication, Supervisory Experience, Case Triaging, Performance Monitoring, Analytical Skills, Communication Skills, Interpersonal Skills, Escalation Management, Process Improvement, Vendor Management, Service Excellence, Operational Standards, Team Coordination, CRM Systems

Industry

IT Services and IT Consulting

Description

[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. http://jobs.careers.gov.sg The Singapore Public Service plays a key role in the economic growth, progress and stability of Singapore by formulating and implementing government policies, as well as providing key public services. Whether you are a fresh graduate joining the workforce or an experienced professional, the Singapore Public Service offers a great variety of job opportunities for you. The work in the Public Service can be broadly categorised into the following sectors: Economic, Social, Security & External Relations, and Administration & Corporate Development. Be part of the team that shapes the future of Singapore. Log on and take your first step towards a career that matters! Need help? Please click here for assistance. Our team will contact you shortly!

Responsibilities

The incumbent oversees daily call centre operations and manages escalations while ensuring effective case triaging and coordination. They also support performance monitoring and drive service excellence in a high-volume environment.