Hotline Call Agent (MCPP Traineeship)

About the Role Terra Systems Pte Ltd is hiring for the position of Hotline Call Agent to support a National Crisis & Emergency Hotline Operations Centre. This role is offered under the Workforce Singapore (WSG) Mid-Career Pathways Programme (MCPP), a structured 4-month traineeship designed to equip mature mid-career individuals (aged 40 and above) with the skills and experience needed to build a long-term career in emergency contact centre operations. Successful candidates will undergo a mandatory 3-week classroom training programme conducted by the client, followed by structured on-the-job training at the Operations Centre. Upon satisfactory completion of all training requirements and the MCPP attachment, candidates will be offered full-time permanent employment with Terra Systems. Training Period & Commitment Classroom Training 15 June 2026 – 3 July 2026 On-the-Job Training (OJT) Commences immediately after classroom training Total MCPP Duration 4 months Training Allowance S$2,400 per month (CPF is not applicable during the training period) One-Time Sign-On Bonus S$500 upon successful completion of all training requirements Post-MCPP Employment Full-time permanent, subject to satisfactory performance ⚠️ Important: During the OJT period, trainees are required to strictly adhere to the assigned shift schedule at the Operations Centre. Attendance and punctuality are critical operational requirements given the life-safety nature of the emergency hotline. What You Will Do • Handle inbound emergency calls on the National Crisis & Emergency Hotline, conducting call triage and coordinating appropriate emergency response in accordance with the client's protocols • Maintain composure and professionalism when managing time-critical, high-stress calls from distressed members of the public • Accurately document all emergency interactions and incident reports in real time using the call management system • Adhere strictly to the client's standard operating procedures, Official Secrets Act (OSA) obligations and data protection requirements • Report for duty at least 15 minutes before shift commencement Shift Schedule This role operates on a 24/7 rotating 4-shift cycle inclusive of weekends and public holidays: Day Shift: 0815 hrs – 2015 hrs Night Shift: 2015 hrs – 0815 hrs (next day) Rest Days: 2 days per 4-day cycle Deployment location will be provided upon confirmation of placement. Training Requirements • Minimum 90% attendance of the 3-week classroom training is mandatory • Trainees must achieve a minimum score of 85% in the client's end-of-training assessment to proceed to deployment • Candidates who score between 80%–84% may, at the client's discretion, undergo an additional week of training with re-assessment • Candidates who do not meet the minimum score after all permitted re-assessments will not proceed to deployment and the traineeship will lapse Who We Are Looking For • Singapore Citizens or Permanent Residents aged 40 and above (MCPP eligibility requirement) • Able to commit to a 24/7 rotating shift schedule including nights, weekends and public holidays • Strong verbal communication skills with a calm, composed demeanour under pressure • Meticulous with data entry and able to maintain accuracy during live emergency calls • Willing to sign the Official Secrets Act (OSA) Declaration and comply with all client security and confidentiality requirements • Must be able to obtain and maintain client security clearance (employment is contingent on clearance approval) • Prior contact centre or customer service experience is advantageous but not required What Happens After MCPP Upon successful completion of the 4-month traineeship and meeting all performance requirements, you will be offered a full-time permanent employment contract as a Hotline Call Agent with the following benefits: • Attractive salary with shift allowance and variable component • Annual leave, medical and dental benefits • Long-term career development within Terra Systems' growing contact centre operations How to Apply Interested candidates may send their resume to hr@terra.systems with the subject line: "Application — National Crisis & Emergency Hotline Call Agent (MCPP)" Terra Systems Pte Ltd is an equal opportunity employer. We welcome applications from all mature mid-career individuals regardless of gender, race or background.