Deputy Director/ Senior Assistant Director, Case Management Call Centre

[What the role is]

The Deputy Director/ Senior Assistant Director, Case Management Call Centre (CMCC) oversees the call centre operations supporting vaping case management. The incumbent manages multi-stakeholder communication channels including frontline enforcement support, counselling centre coordination, rehabilitation subject assistance, and penalty enquiry services through both inbound and outbound call operations. The incumbent ensures effective triaging and coordination of vaping cases to appropriate intervention pathways while maintaining high service standards, managing complex cases, and fostering continuous operational improvement in a fast-paced environment serving diverse stakeholder needs.

[What you will be working on]

Call Centre Operations & Stakeholder Coordination

• Oversee the Call Centre's operations including collaboration with key stakeholders for triaging and timely coordination of vaping cases to appropriate intervention pathways and care facilities. Manage liaisons with internal and external stakeholders regarding workflows impacting Call Centre operations, streamlining and harmonising processes across all service lines.

Workforce Planning & Performance Management

• Plan and manage manpower requirements based on Call Centre needs and operational demands. Maintain and present key performance indicators of the Call Centre, oversee daily statistics and materials relating to Call Centre workload and case reports to support operational planning and management decision-making.

Complex Case Management & Risk Oversight

• Oversee and manage complex vaping cases requiring specialised intervention, identify operational risks impacting Call Centre operations, and implement risk mitigation plans. Ensure effective escalation protocols and case resolution pathways for high-priority or sensitive cases.

Service Excellence & Process Improvement

• Ensure customer-centric service delivery through development and strengthening of call scripts, workflows, processes, checklists, forms, and SOPs. Foster an environment of continuous process improvement, innovation, and collaboration to enhance service quality and operational efficiency.

Systems Management & Operational Support

• Oversee planning and coordination of database and IT systems supporting Call Centre operations. Develop and maintain SOPs for Call Centre operations, manage operational readiness, and perform additional duties to ensure operational efficiency and service delivery standards.

Contracting and management an outsourced call centre

• To contract and manage an outsourced call centre in support of CMCC operations.

Other duties

• Perform any taskings and duties as directed by CEO HSA.

[What we are looking for]

• A strong background, preferably in healthcare, public health, public administration, or related field with minimum 6-8 years' experience in call centre operations, customer service management, or healthcare communication services.

• Strong leadership experience managing call centre teams and multi-stakeholder communication operations with demonstrated ability to oversee complex service delivery across diverse customer groups and operational requirements.

• Proven competency in stakeholder coordination and partnership management with experience coordinating with government agencies, healthcare institutions, and external partners in call centre or customer service operational contexts.

• Comprehensive experience in performance management, workforce planning, and operational reporting with ability to analyse service metrics, manage capacity planning, and support management decision-making through performance analytics and reporting.

• Excellent communication and leadership capabilities with strong analytical and problem-solving skills, proven customer service management competencies, and demonstrated track record of driving service excellence in dynamic, high-volume operational environments.

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