Ops Planning & Support Executive

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

What will your typical day look like?

• Assume role of Subject Matter Expert & Operation’s SPOC for quality & process improvement matters to improve CE, FCR and complaints.
• Perform data analysis & analyse the trends from complaints, call drivers, quality audits, CE surveys etc and recommend service improvement actions.
• Support any operations and adhoc matters which includes new programs, initiatives, systems setup and access.
• Provide guidance to operations managers, contact centre leaders, specialist, advisors and sometimes take charge of solving customers’ problems.
• Perform any audits for operations which includes waivers, incentive etc
• Conduct calibration sessions with operations teams to facilitate a common learning & sharing platform.
• Drive people engagement program e.g. monthly treats, celebrations, activities to ensure high staff engagement and satisfaction.
• Communicate and present key performance results, operational updates/reminders, recreational activities to our operations team to promote staff awareness & cohesiveness.

Is this you?

• Min. Diploma/Degree in any field
• Min 2 years of experience in contact centre or customer support setup.
• Possess good problem solving skills
• Knowledge of Internet and mobile technologies 
• Computer literacy, e.g. MS Outlook and MS applications.
• Good listening, critical thinking and communication skills

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.