Roles & Responsibilities –

 Managing a team of 20 to 25 FTE'

 Client/Customer/People Management

 Drive Performance in the team to meet targets

 Manage the daily team activities and ensure the daily operations run smoothly.

 Drive Team adherence and manage monthly scheduling.

 Handling Escalations

 Manage key business metrics like SLA's and CSAT

 Run reports & conduct a thorough analysis of SLA misses.

 Drive Continuous Improvement in the team along with metrics improvement

 Generate dashboard and scorecards for the Team for review.

 Performance management and appraisals for the entire Team.

 Weekly Reviews to the Management on key deliverables.

 One-One with the team and scheduled Monthly Team meetings.

 Feedback and Coaching

 Knowledge management for the team and quality control

 Apply performance management strategies - action plans, BQ planning

 Responsible for people/employee career development

Generic & Behavioral Skills –

 Excellent verbal and written communication skills.

 Should be willing to work in shifts along with the team in customer business time.

 Overall should be a good team player with willingness to learn and drive to achieve.

 Practice and focused on Metrics.

 Good Excel skills and Reporting knowledge

 Should be able to drive Continuous Improvement in process.

 Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months

 Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.

Salary: RM10k-RM12k