- Responsible in consulting as well assisting existing employees that are facing financial difficulties during these tough economy climates - Maintains and improves call centre operations by identifying and resolving problems, preparing and completing action plans, managing system and process improvement and quality assurance - Managing feedbacks received from various channel in ensuring service recovery is completed and all feedbacks are handled within the benchmark timeline. Furthemore, all feedback are managed according to the relevant guidelines and governance through proper root cause analysis and execution of preventive measures to eliminate recurrence of incidence. - To ensure that governance, compliance and integrity are met and upheld. This includes work ethics, work process and conduct with all stakeholders - Ensuring employee’s productivity is maximised while ensuring employee’s welfare is taken care and continue growth of the organization