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.
• 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.
• Work closely with GM and management team to set and/or implement policies, procedures and systems and to follow through with implementation.

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

Malaysia

Damansara, Selangor, Malaysia