Operations Executive

Singtel Group; Malacca City; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading telecommunications company in Malaysia seeks an Operations Executive to ensure service excellence for customers and oversee call center operations. The role requires at least a Diploma in Business Administration and 4 years of leadership experience. Successful candidates will demonstrate strong analytical and problem-solving skills and the ability to thrive in a fast-paced environment.

Qualifications

• At least 4 years of leadership experience with a passion in leading small team.
• Ability to thrive in fast-paced high volume environment.

Responsibilities

• Ensure service excellence and best-in-class service is delivered to customers.
• Work closely with Customer Care Managers to oversee day-to-day call center operations.
• Analyze customer's complaints and implement corrective actions.
• Provide ongoing coaching and performance reviews to team members.

Skills

Leadership experience

Analytical skills

Problem solving skills

Critical thinking

Rostering and manpower planning

Education

Diploma in Business Administration

Job description

We’re looking for Operations Executive who is responsible to ensure service excellence and best-in-class service is delivered to SingTel Customers, sustaining business growth and support consumer SG imperatives and strategic plans for hotlines services.

Make an Impact by:

• Work closely with Customer Care Managers to plan resources and oversee day-to-day call center operations
• Ensure key performance indicators, namely service levels, accuracy rates, productivity measurements are met
• Provide the team with clear objectives for group and individual performance and support this with regular and constructive feedback
• Provide ongoing coaching, counselling and performance review toall team members
• Handle escalated customers and work with relevant parties to ensure service recovery and resolution of customer issues
• Analyze customer's complaints andidentify root causes of service failures to implement corrective and preventive actions on a timely basis
• Be the liaison within otherSIngTel division by providing operational support
• Participate in ad-hoc projects as requested.

Skills for Success:

• At least Diploma in Business Administration and relevant course
• At least 4 years of leadership experience with a passion in leading small team
• Demonstrate analytical, problem solving skills and critical thinking
• Demonstratecommitment to the SingTel values
• Rostering and Manpower planning skills.
• Ability to thrive in fast -paced high volume environment

Your Career Growth Starts Here. Apply Now!