Naven K. Email & Phone Number

Malaysia

Workforce Management:1. Forecasting contact center inbound volumes (incl none phone related)2. Scheduling staff around the forecast contact volumes; including approval ofplanned leaves for contact center 3. Manage real time Service Level and Abandonment Rate by continuously analyzing reports and take pro-active steps to maintain performance.4. COPC standards adapted and set within Contact Center metrics for resourcingPerformance ManagementAnalyze contact center… Show more Workforce Management:1. Forecasting contact center inbound volumes (incl none phone related)2. Scheduling staff around the forecast contact volumes; including approval ofplanned leaves for contact center 3. Manage real time Service Level and Abandonment Rate by continuously analyzing reports and take pro-active steps to maintain performance.4. COPC standards adapted and set within Contact Center metrics for resourcingPerformance ManagementAnalyze contact center performance daily, weekly and monthly and recommend fixes for resourcing, call volume management and key focus areas for TLs to understand critical areas of improvement.Data Analysis1. Periodically analyze contact center service delivery data; do root cause analysis and provide recommendations to contact center2. Understand trending past and future to predict resource, service delivery and expected performance vs Plan Show less

Malaysia

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Malaysia

Kuala Lumpur, Malaysia

Apple Care Project (MY,TH & IND)

Malaysia

Groupon US

Menara Worldwide, Kuala Lumpur, Malaysia

Malaysia Operation Department

Level 7 Diploma In Business Management, Business Administration And Management, General

Emphasis on the ability to adapt management concepts, tools and techniques to align with organisational culture and apply critical.

Diploma, Diploma In Marine Management, 3.2

Engineering