- Responsible for real time management to ensure right staffing availability, monitor handling time and aux utilization.
- Key contact person for business continuity planning (BCP)/ Crisis management to ensure SL (service level) and AR (augmented reality) attainment.
- First level support to agents on technical / tools related issue.
- Provides reports to the necessary stakeholders. Such as: daily/weekly/monthly.
- Ensure that all reports originating from the department are accurate and reliable. Include BPO report.
- Records the daily absentee information and reviews for staffing adjustments to make service level.
- Monitor real-time operation abnormalities or urgent critical issues, escalate and alert all relevant stakeholder to implement swift service recovery measures
- Communicate, update & broadcast service outages (planned/unplanned) and service impact issues accurately to all relevant stakeholders on a timely basis
- 1-3 working experience
- Experience in similar field and customer success
- Excellent presentation & communication skills
- Ability to work independently and proactive
- Ability to juggle multiple projects at the same time
