Moch. Imron Hamzah Email and Phone Number

1. Provides leadership on day-to-day operations of traveler services department2. Sets clear, measurable performance expectations and strategies to achieve it3. Drives operational excellence and highest levels of customer service; fostering a customer centric environment where the customer perspective is central to the activity and thinking of the department4. Ensures proper staffing levels to maintain all deliverables of the client’s offering are provided5. Implements necessary training and staff development based on the client’s Services Standards6. Collaborate with CWT Program Manager to develop solutions to client requirements and needs7. Creates a culture of passion around delivering the ultimate customer experience through engagement and empowerment in work with colleagues and staff8. Manages Finance processes; reviewing all client financials, program costing and final reconciliation prior to client acceptance. Makes recommendations to improve the profitability of the operation9. Collaborates with CWT Directors and Managers in other areas to share best practices /standard procedures, identify opportunities for improvement, and work together to better serve the customer and engage the workforce

1. Leads, inspires and coordinates the contact centre management team at all levels to create motivated and engaged team.2. Determines contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/ benefit analysis3. Maintains and improves contact center operations by monitoring system performance, identifying and resolving problems4. Provides day to day leadership of contact center operations for metric achievement and ensures corrective action is taken when necessary5. Ensures that project deadlines are met for goals, objectives, and special projects6. Directly manages Call Center Manager and assigns them individual projects to develop their skills and competencies

1. Effectively manage Contact Center shift operations for constant performance achievements. 2. Ensure that the right level of resources are available to meet customer demand through proper shift scheduling, resource monitoring and efficiency improvement3. Manage his Shift's quality through listening on constant basis to recorded and live calls and in coordination with the Audit team4. Mentor and develop Supervisors and CSRs.5. Works with the Support Teams to ensure that CSRs have good product and service knowledge, as well as customer handling skills through proper Training, brown bag sessions and team briefings6. Responsible for decisions needed to be made during his shift or for over-all decisions in the Contact Center in the absence of the Head of Contact Center7. Ensures seamless hand-over/transition to the next Shift Manager of any outstanding issues that needed to be closed urgently.8. Responsible for Projects assigned by the Head of Contact Center

1. Mapping the skill gaps by conducting Training Need Analysis2. Listing down required training topics and modules3. Developing training calendar /plan4. Proposing training budget to support training calendar/plan5. Coordinating with third party (training consultant) for certain topics (when there is no internal resources certified to execute)6. Monitoring and conducting training based on training calendar/plan7. Conducting post training evaluation to ensure and measure training impacts

1. Developing training modules 2. Ensure the training facilities are ready to used3. Facilitating/delivering training program

1. Conducting Training Need Analysis to find gaps between actual and required performance that will become reference of up coming training program2. Implementing training program that has been defined as result of training need analysis3. Evaluate effectiveness of training program has been implemented

1. Conducting Training Need Analysis to find gaps between actual and required performance that will become reference of up coming training program2. Implementing training program that has been defined as result of training need analysis3. Evaluate effectiveness of training program has been implemented

1. Preparing required module for training program assigned2. Developing training budget for training program assigned3. Conducting training program assigned