Pragash Devarajan Email & Phone Number

Petaling Jaya, My

Federal Territory Of Kuala Lumpur, Malaysia

Ampang, Selangor, Malaysia

• Develop, implement and review operational & customer service policies and procedure, SOP, SLA & QA Processes.• Have excellent knowledge of Contact Center workflows. Familiar with the Contact Center Management Systems, such as shift arrangement, quality, training, operation, and supervision of the center, and establish the framework of quality and performance efficiency of the operation.• Completes audits of Live chats, calls and emails for Quality evaluation. Conducts daily Agent Quality Performance Evaluation per Parameter to determine the Quality Score.• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analysing results.• Develop operations systems by determining product handling and storage requirements; develop, implement, enforce and evaluate policies and procedures; develop processes for receiving product, equipment utilization, inventory management and reporting.• Work closely with GM and management team to set and/or implement policies, procedures and systems and to follow through with implementation.• Work closely with the inventory manager and team to perform analysis of our inventory and ensure we are utilizing our inventory effectively, purchasing the right stocks required, maintaining solid inventory data.• Manage of e-commerce fulfilment operation team include order processing, pickers and delivery riders to improve and achieve efficiency and productivity.• Develop business processes SOP and guideline for entire operation division to meet operation standard.

Kuala Lumpur, Malaysia

• Hiring, training, coaching, and leading call center representatives as they provide support for customers.• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coaching regarding processes and practices, and explain expectations to employees.• Conducts daily Agent Quality Performance Evaluation per Parameter to determine the Quality Score.• Preparing reports and analysing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.• Monitor, evaluate and report on business trends to be able to plan and implement staffing schedules based on business demands and customer volumes • Involved in Country Service Level Agreement Calls for Weekly and Monthly• Maintain and develop internal support and call center quality standards, assess support interactions based on internal standards.• Review a subset of support agents’ conversations (calls, emails, chat, etc). Analyse all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs.• Provides standardized reports for management review such as: daily/weekly/monthly call volume forecasting and staffing required and staffing, daily/monthly attendance/absenteeism, etc.• Provides reports to all managers on SLA and MTD targets & Calls forecast• Ensure that all reports originating from the department are accurate and reliable.• Prepares and analyses monthly reports & scheduling for the agents on monthly basis.

Malaysia

Damansara, Selangor, Malaysia