Assistant Director, Response & Communications Centre (RCC)

[What the role is] The incumbent supports the Deputy Director in overseeing call centre operations for vaping case management. He/ She manages the day-to-day call centre operations, supervises frontline teams handling multi-stakeholder communications, and ensures effective case triaging and coordination across enforcement and rehabilitation pathways. The incumbent maintains operational standards, manages escalations, supports performance monitoring, and drives service excellence in a high-volum…