- Acquire and update knowledge of products, tools, associated working processes, support offerings, and licensing structure on an on-going basis.- Manage TLs, TAs, Tech Engineers.- Provide feedback & coaching to TLs, TAs to improve service quality- Assure compliance of metrics & procedures on behalf of the team.- Contingency Plan Implementation and Activation.- Monitor balance of workload and availability of the team.- Handle escalations from TLs.- Make and review operational reports.- Manage readiness training by communicating policies & procedures to the team.- Motivate and boost team morale to achieve KPI targets.- Provide Improvement Action Plans, Feedback and reports to Client.

My achievement- Optimizing the escalation process: current process analysis, define clear escalation paths, escalation guidelines, training and documentation- Manage BPO transition: resource planning, training and skill development, nesting and process transition, system integration and testing, post-transition evaluationMy main tasks- Crisis control handling: Identify potential crisis scenarios and provide timely and accurate updates on the situation, including what is being done to address the crisis and any actions stakeholders need to take.- Keyword detection: identify keywords, phrases, or indicators relevant to potential crisis scenarios or areas of concern for the organization. Using manual monitoring by designated staff members and plan to use automated monitoring tools to ensure comprehensive coverage and timely detection of relevant mentions- Collaborating with internal stakeholders to solve crisis cases with close loop follow up- Standardize keyword dashboard working flow & Maintenance SOP- Make decisions quickly, based on the best available information and in alignment with the organization's values and objectives.

What have I achieved as BPO performance management- Drive operation smoothly and meet all KPIs with outstanding results- Keep good relationship with stakeholders.- Optimize resource (upskill agent, adjust workflow and process)And my detail main tasks are: ***Manage daily operation of Contact Center, be it from KPIs (Service Level, Channel Share, Attrition Rate, Backlog … ) or system-related issues (if any)Work with internal departments to ensure proper support for BPO to ensure the service- Drive initiatives to constantly improve BPOs quality & performance- Identify opportunities for improved processes and workflows in coordination with internal & external teams to improve customer satisfaction- Manage BPO operation cost- Manage BPOs working accounts with the highest efficiency- Manage & work with the finance team for BPOs & services payment statements to ensure the services are maintained probably- Consultant for BPO manager ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost-effective manner

- Provide mentorship, guidance, and career development to members of your team- Lead a high-performing team through an exciting transition to build problem-solving, critical thinking, analytical, and technical capabilities which will enable the department to develop deeper, more scalable solutions- Team management responsibilities for a market team, whilst also serving as a cross-functional and global liaison in developed areas of expertise- Establish team goals and work with direct reports on strategies for executing, measuring progress, and sharing results.- Identify actionable insights, suggest recommendations, and influence team strategy through effective communication.- Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions.- Supervise leave, attendance, performance, e-learning course….of all team members.- Coach members twice per month- Join all external and internal meetings to update new information, learn new courses, and cascade necessary information to the team- Give support to team members in reviewing tickets and dispute processes….- Others assigned by the manager

- From Sep 2018 - January 2019: worked as COS. In Feb 2019 I was promoted and became SME- Make sure the performance of the team improves and meets the company’s target even in the night shift- Qualify to support auditing tickets and the AoA performance is 100%- Support to manage team members and people- Train new agents in shadowing.- Supervise team members to moderate content to make sure everything does not violate community standard- Update new standards daily in meeting internal and external and cascade new updates to the team member- Other tasks assigned by TL and the manager

- Review content and action as per standard.

- Assist production like check contracts, and finding vendors for the marketing team when they need materials for the running campaign.- Office management like managing red invoices for electricity, water...., make sure the office working smoothly. Set up and arrange everything in the office.-Check attendant and timesheet.- Other tasks assigned by Director like preparing documents to submit Visas, meeting minutes, calls, and setting up interviews.......

- Receive and keep track of all project documentation (from project planning through design, acceptability testing, and handover);- Manage and update the file storage system so that project documentation (both hard copy and digital) is correct, organized, and simple to locate, use, and find;- Delivery of files and paperwork to partners involved in projects;- Assemble and promptly disseminate accurate records and papers to relevant departments for project work- Gather, compile, and arrange pertinent project files and documentation to support the project's determination of acceptance in each phase, acceptance of the entire project, and project payment and settlement.- Carry out additional duties pertaining to the management of papers, records