Senior Operations Manager

5 days ago


Malacca City, Malaysia Singtel Group Full time

Overview

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Singtel Group is a leading telecommunications company dedicated to delivering exceptional customer experiences. As a Senior Operations Manager, you will play a critical role in ensuring the smooth operation of our customer service teams.

About the Role

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In this position, you will be responsible for managing a team of Customer Care Officers to ensure that all customer requests are processed within performance and service targets. You will provide clear objectives for group and individual performance and support your team with regular feedback through quality audits and performance appraisals.

Main Responsibilities

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  • Lead, supervise, and manage a team of Customer Care Officers to meet day-to-day operations and service level goals.
  • Develop and implement strategies to improve team performance and productivity.
  • Provide coaching and training to team members to enhance their skills and knowledge.
  • Monitor and analyze quality metrics to identify areas for improvement.
  • Collaborate with other departments to drive business growth and expansion.

Requirements

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To succeed in this role, you will need:

  • A diploma or degree in a related field.
  • At least 2 years of experience in a leadership position.
  • Demonstrate strong analytical, planning, and decision-making skills.
  • Excellent communication and interpersonal skills.

Benefits

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We offer a competitive salary package, ongoing training and development programs, and internal mobility opportunities. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply.



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