● Accomplish staff results by communicating job expectations; planning, monitoring, andappraising job results; coaching, counseling, and disciplining employees; developing,coordinating, and enforcing systems, policies, procedures, and productivity standards.● Establish strategic goals by gathering pertinent business, sales, service, and operationsinformation; identifying and evaluating trends and options; choosing a course of action;defining objectives; evaluating outcomes.● Accomplish sales objectives by forecasting requirements; preparing a daily sales target(SoP) ; scheduling target briefing and training; analyzing variances; initiating correctiveactions.● Maintain quality service by enforcing quality and professional customer servicestandards; analyzing and resolving quality and sales problems; identifying trends;recommending system improvements.● Maintain efficient product knowledge by attending product trainings; sales reviewtrainings; establishing personal networks; participating actively in group meetings andone to one with team leaders.● Contribute to team effort by accomplishing related results as needed.● Manage 40 to ­50 agents with 2 team leaders who assist to cascade target and results strivedfor in accordance to Astro’s target, vision and business goals

● Conducted analysis to address complaints/requests which led to positive results● Provided onsite training for newcomers and network issues● Planned and executed new work flow to better enhance performance and in terms ofcompany profits● Provide the team with a vision of the project objectives ensured that it is followed● Ensure smooth communication is executed as and when any reports in terms staffperformances, quality reviews and monthly team performances● Investigate network issues whenever the concern is raised

Handling inbound calls with regards of IDD cards● Handling a team● Updating cases and dealing with foreign customers● Managing the group log in time● Checking on staff movement and call monitoring● Must reach the target of service level daily● Handling customers problems through emails and telephone● Provide the team with a vision of the project objectives● Motivate and inspire team members lead them by setting a good example (a role model) ­behavior consistent with words● Ensure that the team has sufficient training and up to date information fed to effectivelyperform in the team● Recognized and rewarded the team for their accomplishment and exceptionalperformances● Managers are well informed about any statuses/performance of the team

● Handling inbound calls for telecommunications issue ie billing/prepaid topups/broadband issues/phone setup● Assist the Team Leader complaint/crucial cases/sorting of workflow to agents

● Attending to clients personally whenever possible and conduct relevant search ofcompany, business search, winding up and land office search pertaining to the case andcourt file searches. Investigations of summons and clarifying on corporate affairs.