Senior Manager/Manager, Response & Communications Centre

(What the role is) The incumbent supports the Assistant Director in managing call centre operations for vaping case management. He/ She supervises the daily call handling activities, ensures quality service delivery for agency coordination, enquiries, and maintains operational standards. The incumbent monitors call quality, supports case triaging processes, handles routine escalations, and contributes to service improvement initiatives in a fast-paced environment serving diverse stakeholders. (What you will be working on) Call Handling Operations & Quality Assurance Supervise daily call handling activities for inbound and outbound calls. Monitor call quality, ensure accurate information delivery, and verify compliance with call scripts and service protocols.
Case Processing & Data Management 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.<...