Deputy Director

2 weeks ago

Singapore Ministry of Health Full time

**What the role is**
- Case Management Contact Centre (CMCC) plays an important role in the Crisis Strategy and Operations Group (CSOG) under the Ministry of Health (MOH) and serves as a key line of communication for members of public relating to COVID-19 matters such as home recovery, vaccination and testing. You will be working 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**
- You will be leading the Operations Branch and oversee the contact centre’s daily operations (hotlines and helpdesks) ensuring its optimal operations and customer service experience level. Your key responsibilities will include strategic planning and execution of the contact centre operations including the management and provision of leadership for the contact centre’s operations and processes, to ensure the continuous improvement of the customer experience. You will also provide oversight of contact centre’s vendors and the services they provide. This includes ensuring that vendors deliver their stipulated key performance indicators and outcomes, operate within budget and take the required actions to improve efficiency of the services provided.

**What we are looking for

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