Jack Chan Email & Phone Number

Malaysia

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Leading L1 monitoring team under several regions (Global Team), managing overall operation performance such as response service level, agent productivity and quality performance.- Performing business performance analysis to identify service gap. Work on strategic planning and corrective action to close the operational loop.- Handling second level escalation with involved in the cross functional discussion/WarRoom to improve business service level. - Provide efficient coaching and conduct one on one session with L1 monitoring team on quartely basis to ensure agent able to provide consistent service quality. - Provide proefficient training to upskill agent (softskill and practical skills)- Laisse with HR management team to manage team member leave, attendance, team expenses and work roster.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Service partner management, monitoring service center pending job and driving their performance.- Prepare system guideline for service center and coordinate system training.- Prepare monthly newsletter to all service partner and internal staff.- Dealing with vendor on office assets, equipment, renovation, tenancy agreement and etc.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Role as Team Captain to backup Team Manager on daily monitoring task and assisting on managing team members performance.- Handling customer enquiries, handling second level escalation and support different language team when business required.- Handling project such as inquiries analysis, pending case to identity service gap.- Committed in Buddy program to guilds new hiring on their first month. Ensure they familiar with proceduce, system and comfortable with the working environment. - Preparing simple training/guide to teammember when new procedure shared by Learning team.