Deputy Director
2 weeks ago
**What the role is**
- Lead and oversee the Call Centre’s operations which includes collaboration with key stakeholders for triaging and timely conveyance of C+ cases to the appropriate care facilities. - Work in a fast-paced and highly volatile environment that would require the ability to manage multiple priorities and stakeholders at the same time.
**What you will be working on**
- Project and recruit manpower needs based on the Call Centre’s needs and growth plans - Provide oversight and supervision of liaisons with internal and external stakeholders with regard to workflows impacting the Call Centre’s operations, with the aim to streamline and harmonise processes. - Maintain and present key performance indicators of the Call Centre. - Oversee and manage complex cases, as well as identify risks impacting the Call Centre’s operations and implement risk mitigation plans. - Train and foster an environment of continuous process improvement, innovation and collaboration. - Ensure customer-centric service through strengthening of call scripts, workflows, processes, checklists, forms and SOPs. - Oversee all daily statistics and materials relating to Call Centre’s workload and case reports. - Oversee the planning and designing of database and IT systems to support the Call Centre’s operations. - Perform other duties assigned from time to time to ensure operational efficiency of the Call Centre.
**What we are looking for
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