Operations Manager

Manager Outsource MNC contact centre, day to day operations of 250 strong staff and ensure all SLAs are met objectively. Add value to clients output and ensure premier quality in service delivered.

1998 - 1999

• Co -Managing a short term 6 month implementation of R-7 project. ( A migration project to digital GSM system )
• Won the Gold Award for the best Anti Attrition programme for an IT / Telecommunications Centre
• Contact Centre Relocation - A team member of the Migration team that planned and ensured business as usual and a smooth relocation in terms of property and logistics.

2000 -2001

CTI Implementation ( 1st phase )

• Member of the implementation of Standard operating Processes for Geneysis CTI ( Helpdesk processes and procedures )
• Piloted a team of 5 members for a Prepaid Department ?VEnsuring productivity and quality were met and proven more competitive than other Outsource company

2002 ?V 2003

• Project management of entire Prepaid Department
• A take over that involved the success of the above pilot run that reached a staffing of 250 headcounts.
• Project Relocation ?V Another relocation exercise that involved the management of logistics and sufficient manpower planning that continued ?§ business as usual ?§

• CTI Implementation ( 1st phase )
- Key team member of for Processes mapping and IVR requirements working with vendors such as HP and Accenture









2004 ?V 2005

• Managing 4 departments ( 3 inbound and 4 outbound ) with staff strong of 650
• Introducing part ?V time agents - A Success strategy that was deployed to met the demand of the growing call volumes and changing customer profile.
• Introducing key IVR channeling to dovetail with the the part ?V time strategy that boost productivity ( 73% productivity rate )
• Develop SLAs for Internal Supporting Departments to meet Business growth
• Motivation Strategy ?V Successfully hosted a ?§ Kongsi Raya ?§ celebration as a gesture of appreciation for the staff.


2005 ?V 2006

• Completed a certification course certified by Service and Support Professional Association as a ?§ Certified Contact Centre Manager ?§
• Introduction of Risk management for current contact centre working with ?§ Roots Consulting ?§
• Succeeded in obtaining a certification as an Internal Auditor for ISO 9000
• Succeeded in obtaining ISO 9000 : 2000 certification from external auditors
•

As per attachment.

Certified Support Manager - SSPA USA

„X Responsible for the day to day management of the Customer Relationship Centre for Celcom and ensure daily service levels, operational targets and quality targets are achieved.
„X Accurate tracking of call and data traffic and accurately formulate 3-month staff forecast to ensure service levels are met.
„X Actively measure the performance of the team and ensure that all action points are deliverables are met within the agreed timeframe.
„X To set exceptional standards and ensure company policies are adhere to.
„X Ensure that at all times the CRC operates within pre-defined budgets and that any discrepancies that might impact on the budget are highlighted immediately for further action.