Customer Care Operation Manager
CurrentOverseeing a global group of technical workforce which sitting across 2 countries (Malaysia & Costa Rica), responsible for Level 1 Customer Care language desk, Level 2 Advance Support Desk & Mobility Support Desk which consist of over 30 workforce. - Incident life-cycle management - monitoring the ticket life-cycle ensure all tickets/requests completed within the given time frame according to the ticket priority.-resolved all hierarchy level escalation, where i will need to handle user's escalation or feedback. - Involved in setting yearly goals and mission statement to align with the organization goal and creating scorecards for the team to ensure the team meet the target goals- Generate Weekly reports, analysis on the result and provide explanation/suggestions/workarounds according to the weekly result. - Focus on agent's career improvement plan and assist agent to maintaining high peak performance by providing coaching & mentoring. -Monitoring team operations to ensure the operation goes smoothly in day to day basis to ensure Monthly KPI target meetings and resolutions - Conduct daily Team huddle with the team at the end of shift everyday ensure all feedback from the team are received.- Conduct monthly performance review with the employee to ensure they are meeting the metrics and kpi.- Involved in SDR, process improvement plan & tool automation to assist agent able to perform their day to day task smoothly- Provide Quality Assurance on agent's ticket documentation quality & call quality to ensure consistent quality service rendered to users.- Create and maintain self automation tool for the team like leave calculation tool, automate password reset tool, mail spam check tool for agent with tools like VBA MS Excel & Sharepoint . - Involved in hiring process such as filter candidate's CV, arranging interview with potential candidates and conducting interview.
