Senior Manager/Manager, Response & Communications Centre

Job description

[What the role is] The incumbent supports the Assistant Director in managing call centre operations for vaping case management. He/ She supervises the daily call handling activities, ensures quality service delivery for agency coordination, enquiries, and maintains operational standards. The incumbent monitors call quality, supports case triaging processes, handles routine escalations, and contributes to service improvement initiatives in a fast-paced environment serving diverse stakeholders. [What you will be working on] Call Handling Operations & Quality Assurance Supervise daily call handling activities for inbound and outbound calls. Monitor call quality, ensure accurate information delivery, and verify compliance with call scripts and service protocols. Case Processing & Data Management Process case enquiries and scheduling requests, update case information in CRM systems, and ensure accurate data entry. Verify case details and maintain data integrity for proper case tracking. Routine Escalation Support Handle routine escalations and provide first-level resolution for complex enquiries. Escalate unresolved cases to Assistant Director and coordinate follow-up actions with relevant teams. Stakeholder Communication Respond to enquiries from offenders, law enforcement agencies, and healthcare institutions. Coordinate with CMO and external agencies on case-related matters requiring clarification or follow-up. Operational Support & Documentation Support implementation of call scripts, workflows, and SOPs. Maintain operational records, prepare call statistics, and contribute to daily operational reporting. Perform other duties as assigned by the Assistant Director or senior management. Duty Coverage Participate in rotational duty roster to provide supervision during extended operational hours and ensure service continuity. [What we are looking for] Qualifications and Experience Relevant experience in call centre operations, customer service, or case management roles. Experience handling high-volume calls and managing stakeholder enquiries in operational environments. Core Competencies and Skills Strong communication skills with ability to interact professionally with diverse stakeholders including offenders, enforcement agencies, and healthcare institutions. Attention to detail with ability to maintain accurate records and ensure data integrity in CRM systems. Customer service mindset with ability to handle enquiries efficiently and resolve routine issues independently. Adaptability and teamwork with willingness to participate in rotational/ shift duty coverage. Please note that this position requires the incumbent to work rostered 12-hour shifts (morning/night), including weekends and public holidays. Please apply only if you are able to meet this job requirement. 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.