Philip Tan Email & Phone Number

- Managing customer support team from MY, SG, PH & TH region.- Vendor Management- Collaborate with team members and Regional Managers to ensure daily operational metrics are consistently met.- Support agents by addressing inquiries and handling escalations promptly.- Monitor team performance to ensure KPIs are achieved.- Conduct regular coaching sessions.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

⦁ Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements⦁ Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly⦁ Identify performance.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Setup new Regional Operation site at Turkey & Vietnam including hiring, training, nesting & onboarding.
• Manages multiple projects (team expansion, changes in operational processes, formation of the new team, revamping current process flow in place, channel/platform acquisition, etc).
• Overseeing the enhancement of regional technical team processes (game bug reproduction, tech workshop, system/tool testing)
• Manage the day-to-day operations of the team through driving key performance indicators (e.g.quality, efficiency, productivity, operational health) on a team and individual level whilstmaintaining a superior level of.
• Ensure employee happiness by creating team connections, communicating direction and goals,providing regular performance feedback, and developing team members to ensure career growth.
• Work as a primary owner of team workflows and have a working knowledge of all workflows.

• Ensure team meets and exceed Stipulated Timelines and SLAs
• Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently
• Train, coach, and motivate team members to conduct monthly meetings with the staff
• Responsible for Staff Retention and performance appraisal
• Maintain control of qualitative and quantitative productivity of team individuals
• Resolve escalated queries. Ensure the team is aware of all updates and changes in policies/procedures and processes.

- Mainly responsible for Car Battery Delivery Rider daily operation including training and monitoring- Design, Plan & Perform and make sure riders are well-trained, and well follow company SOP and policy, also, able to deliver goods on time.- Increase the efficiency and effectiveness in the overall flow of daily operation.- Daily meeting with riders.

- Communicate and provide the best car battery options to the customer based on their car's model- To provide installation - indoor & outdoor- Battery service & checking