Assistant Director - Singapore - Ministry of Health

Ministry of Health

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

beBee Recruiter

Description

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 COVID19 matters such as home recovery, vaccination and testing.

You will be working in a fast-paced and dynamic 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 team in managing the contact centre's daily operations (hotlines and helpdesks), ensuring its optimal operations and customer service experience level.

Key responsibilities include and not limited to the following:

Ensure that all KPIs established for the operations are achieved
Compile and provide timely reports and updates on the progress of contact centre operations
Establish and maintain communication with all relevant stakeholders to ensure interoperability
Collaborate with various teams within CMCC to ensure timely updates to workflows and develop tactical processes to operationalise new/revised policies and plans
Identify operational issues, troubleshoot work processes, and develop solutions for improvements/mitigations
Project Management when assigned

What we are looking for

Minimum of tertiary education from recognised discipline (Degree)
Minimally 7 years of experience in a leadership / management position
Prior working experience in operations under call centre and service sectors would be an advantage
Possess good and effective written and verbal communication skills
Strong dataanalysis and stakeholderengagement skills
Responsive and adaptive to dynamic working environment
Perform any other duties / undertake adhoc projects as required