Basvinder Singh Email & Phone Number

Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, My

Malaysia

Kuala Lumpur, Malaysia

Managing Training, Quality, Operations, HR and Recruitment

Core Competencies:Call Center metrics management, vendor management, virtual team management, Operations Leadership, process and execution improvement, KPI management.

In charge of APAC for Customer Service and Technical Support Team.Leading 5 Team Leaders and 70 headcounts. Responsible for Service Level achievement Preparing Invoices and PO for client and internalLeading and Coaching TLs to ensure that KPIs, Performance and targets are met.Weekly, Monthly, Quarterly and Yearly Business Review with clientsUpdates on weekly KPI status across program to Board of Directors / StakeholdersWeekly meet up with client to discuss on issues,… Show more In charge of APAC for Customer Service and Technical Support Team.Leading 5 Team Leaders and 70 headcounts. Responsible for Service Level achievement Preparing Invoices and PO for client and internalLeading and Coaching TLs to ensure that KPIs, Performance and targets are met.Weekly, Monthly, Quarterly and Yearly Business Review with clientsUpdates on weekly KPI status across program to Board of Directors / StakeholdersWeekly meet up with client to discuss on issues, feedbacks, recommendations and best practices Show less

Kuala Lumpur, Malaysia

Managing 3 different programs within SellbyTel including Sales team. Managing Operations (Call Center) and Sales team. This will include monitoring performance, identifying gaps, and supporting/coaching staff to ensure high quality performance.Monitor financial performance of all accounts and work with Global VP Account Manager to support local delivery teams with actions to address any.Provide strong, dynamic leadership that mentors, develops, and shares best practices with… Show more Managing 3 different programs within SellbyTel including Sales team. Managing Operations (Call Center) and Sales team. This will include monitoring performance, identifying gaps, and supporting/coaching staff to ensure high quality performance.Monitor financial performance of all accounts and work with Global VP Account Manager to support local delivery teams with actions to address any.Provide strong, dynamic leadership that mentors, develops, and shares best practices with delivery teams to efficiently and effectively drive performance and profitability.Analyze weekly, Monthly and Quarterly Business Reviews and support teams to put into place mitigating actions when KPI’s are out of tolerance and showcase achievements.Identify opportunities to streamline program specific and operational processes, engaging other support departments - HR, Recruitment, TQADrive a culture of continuous improvement by participating in and being an active driver , encouraging a high performing team where new ideas and solutions are encouraged, evaluated, quantified and implemented Show less

Kuala Lumpur, Malaysia

Core Competencies:Call Center metrics management, vendor management, virtual team management, Operations Leadership, process and execution improvement, KPI management.

Kuala Lumpur, Malaysia

Managing both Call center and Data Managment in terms of Managing People and the Finance for the involved Cost Center. Keeping good relationship with Clients and among work mates.Responsible for 2 teams who provide client specific level 1 support for US HR Policies, Payroll, Compensation and Recruitment- Call Centre: 16 FTEs including Supervisor- Transaction Processing: 11 FTEs including SupervisorResponsible for Service Levels and KPIs – both achieved every… Show more Managing both Call center and Data Managment in terms of Managing People and the Finance for the involved Cost Center. Keeping good relationship with Clients and among work mates.Responsible for 2 teams who provide client specific level 1 support for US HR Policies, Payroll, Compensation and Recruitment- Call Centre: 16 FTEs including Supervisor- Transaction Processing: 11 FTEs including SupervisorResponsible for Service Levels and KPIs – both achieved every monthActively participate in weekly US and UK Client calls to discuss best practicesActively participate in monthly calls with various departments located in other countries with regards to process improvementActively participate in Critical Care meetings with client after each Go LiveResponsible for the Sarbox (certification of information) audit held bi-annually Generate monthly reports on SL and KPIs. Taking over task from Service Delivery Manager whenever the SDM is not around. Handle new project and constantly updating or working on process improvement for projects that are current. Show less

Conduct interviews for suitable candidateWork closely with other Units (HR, IT) to ensure day to day operations works smoothlyPrepare PIP (Performance Improvement Plan ) for non performing agents with HR Monthly meeting with HR to discuss about agents review Monthly meetings with SBU Managers and Team Leaders on center and agent performanceDevelop tools for process improvementWork closely with Clients and other SBU's for process improvement, escalations, client… Show more Conduct interviews for suitable candidateWork closely with other Units (HR, IT) to ensure day to day operations works smoothlyPrepare PIP (Performance Improvement Plan ) for non performing agents with HR Monthly meeting with HR to discuss about agents review Monthly meetings with SBU Managers and Team Leaders on center and agent performanceDevelop tools for process improvementWork closely with Clients and other SBU's for process improvement, escalations, client feedbacks, new processParticipates in presentations for bringing in new potential clients into ACS Show less

Responsible for a team of 20 agentsPrepared schedule to ensure sufficient agents for 2 shiftsConducted training and call monitoring to measure quality and provide feedback - agents’ soft skills and product knowledge Implemented a coaching feedback form to assist agents’ comprehension of their performanceEnsured SLA and KPIs were maintained on a monthly basis

Instrumental in the operational set-up of the Maxis Broadband Call CentreResponsible for Maxis Prepaid and Postpaid, and Broadband team of 50 agentsResponsible for team’s SLAAttended client meetingsCreated a Coaching feedback form that was implemented throughout SRG Generated reports for client’s reviewHandled verbal and written escalated casesConducted staff appraisals Prepared agents’ scheduling, 24/7 shiftPrepared training materials for agents’ easy… Show more Instrumental in the operational set-up of the Maxis Broadband Call CentreResponsible for Maxis Prepaid and Postpaid, and Broadband team of 50 agentsResponsible for team’s SLAAttended client meetingsCreated a Coaching feedback form that was implemented throughout SRG Generated reports for client’s reviewHandled verbal and written escalated casesConducted staff appraisals Prepared agents’ scheduling, 24/7 shiftPrepared training materials for agents’ easy reference Show less

Master Of Business Administration - Mba, Business Administration And Management, General

Higher Diploma In Bit, Business It, Grade 2

Activities and Societies: Hockey Player, English Society & Cultural Society.

Spm, Grade 2