ContractCustomer service· Posted 1 Oct

Senior Manager/Manager, Response & Communications Centre

Singapore Public ServiceFrom company site

Salary

Not stated by the company

When

Rostered 12-hour shifts (morning/night), including weekends and public holidays

Where

Singapore

Apply on company site

How well do you match? Check in 10 seconds →

Free with a WorkJio account: we compare your profile with this job and show what you already meet.

Share with a friend

Start: Not stated
Work mode: On-site
Experience: Experienced

About the role

This role supports the Assistant Director in running call centre operations for vaping case management at a non-headquarters MOH location. You will supervise daily call handling, keep service quality high, and help with case triaging in a fast-paced setting that serves many different stakeholders. It suits someone with call centre or case management experience who is comfortable with shift work.

Know someone for this? Share it

WhatsApp Telegram Facebook LinkedIn

Supervise daily inbound and outbound call handling activities.
Monitor call quality, check that information given is accurate, and verify compliance with call scripts and service protocols.
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.
Handle routine escalations and provide first-level resolution for complex enquiries.
Escalate unresolved cases to the Assistant Director and coordinate follow-up actions with relevant teams.
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.
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.
Participate in rotational duty roster to provide supervision during extended operational hours and ensure service continuity.

Requirements

Relevant experience in call centre operations, customer service, or case management roles
Experience handling high-volume calls and managing stakeholder enquiries in operational environments
Strong communication skills to interact professionally with diverse stakeholders including offenders, enforcement agencies, and healthcare institutions
Attention to detail and 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

Listed from Singapore Public Service’s own careers page and not yet verified by WorkJio. You apply on the company’s site. See all their roles.

Is this your company? Roles that show a salary rank higher on WorkJio. Claim or remove this listing

Senior Manager/Manager, Response & Communications Centre

About the role

What you'll do

Good to know

Requirements

More jobs like this

Temporary Support Staff (Housing Services)

Customer Service Executive (1 year agency contract)

Customer Affairs Manager

Guest Service Host (2-years contract) (South & East)

Customer Experience Officer (1-year contract)

Customer Service Officer (Contract)