Senior Manager/Manager, Response & Communications Centre
Core
Supervise daily call handling operations and case management for vaping-related enquiries, ensuring quality service delivery and data integrity.
Role type
Senior Manager/Manager, Response & Communications Centre
Builds
Operational call centre services for vaping case management
Domain
Public sector / Health & Social Services
Deliverable
dashboards & analysis
Required skills
Call centre operations, case management, stakeholder communication, CRM data management, quality assurance, escalation handling, shift work adaptability
Preferred skills
Experience with high-volume calls, experience interacting with law enforcement and healthcare institutions
Responsibilities
Supervise daily call handling activities, monitor call quality and compliance, process case enquiries and update CRM systems, handle routine escalations, coordinate with external agencies, prepare operational reports
Seniority
Manager, hands-on leadership