Team Lead - Workforce Management

Aegis BPO Malaysia Sdn Bhd

October 2015 to October 2016

a. Forecasting
b. Scheduling
c. Headcount Management
d. Capacity Planning
e. Queue Sizing
f. Performance Evaluation
g. Updating and Maintaining CMS Avaya Skill Set and ID?s
h. Generating reports from Avaya CMS
i. Updating WFM system (Aspect)
j. Real Time Analyst
k. Updating stakeholders

Duty Manager Operations

SCICOM(MSC) BHD

February 2013 to September 2015

a. Handling escalated calls / Customer complains
b. Floor walker (Managing a floor of 150+ headcount)
c. To ensure the achievement of service level target.
d. To ensure the achievement of average handling time (AHT).
e. To ensure the achievement of shrinkage.
f. Scheduling of staff according to call forecast.
g. Headcount management
h. Updating reports and generating reports from Avaya CMS and Verint (i360)
i. Updating and maintaining WFM system i360 (Verint).
j. Managing mentoring leaders / supervisors
k. Updating and Maintaining CMS Avaya Skill Set and ID?s

Executive Customer Services

SCICOM(MSC) BHD

November 2011 to January 2013

? Job Responsibilities
a. To ensure that all customer queries and problems get resolved in the minimum possible time frame.
b.. To ensure that all customer problem resolution indices are reported and highlighted.
c. Meets all service standards and indicators of 100% courtesy and 100 % accuracy.
d. To convert opportunities of sales to enhance and strengthen customer relations.
? Job Dimension
a. Achieve established standards for call handling.
b. Identify and resolve customer problem in minimum time frame
c. Handle manager call backs escalate by agents
d. Providing customers solutions to minimize their bills by upselling value added services
? Achievements
a. Top solution plus performer for the month of Feb 2012, Mar 2012, Apr 2012, May 2012, Aug 2012, Sep 2012, Oct 2012, Nov 2012, Dec 2012, Jan 2013, Feb 2013
b. Top over all performer for the month of Sep 2012, Oct 2012, Nov 2012, Dec 2012, Feb 2013
c. Amaze Award Gold winner for quarter 2, and for the financial year 2012/2013

Senior Executive Workforce Management / MIS (Reporting)

Hostech Solutions

June 2005 to January 2011

? Job Responsibilities
a. Forecasting
b. Scheduling
c. Performance Evaluation
d. Generating reports
e. Real Time Analyst

Business Administration / Public Administration

Currently studying

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies