Suffian Arifen
Sr. Manager, Call Center
Puncak Alam
Summary
Versatile Senior Manager specializing in Customer Service/Call Center and skilled at planning, implementing and overseeing key improvements to drive department, business growth and efficiency. Proficient in using independent decision-making skills and sound judgment to positively impact the business. Pursuing new professional challenges with a growth-oriented company.
Overview
9
9
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Senior Manager, Call Center Support
XOX Mobile
1 2023 - Current
- Hired and evaluated Call Center staff to add to the workforce and meet demands.
- Trained and mentored subordinates through regular performance reviews, individual feedback, and professional coaching.
- Directed day-to-day operations by spearheading the implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- I oversaw an staff recognition programme to encourage professional development and high performance.
- Produced a resources matrix to provide adequate coverage of the department.
- Analyzed strategic, core, and support processes to recommend improvements.
- Mitigated regulatory risks by complying with MCMC and legal requirements.
Manager, Call Center Support
XOX Mobile
01.2022 - 12.2022
- Supervised and delegated tasks to employees to meet key productivity targets.
- Lead and motivate a team of customer service representatives, providing guidance, coaching, and performance feedback to foster a culture of excellence and accountability.
- Develop and maintain staffing schedules, shift patterns, and contingency plans to ensure adequate coverage and optimal utilization of resources.
- Monitor key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction scores to measure performance and identify areas for improvement.
- Streamline workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solution implementation.
- Analyze customer feedback, complaints, and service inquiries to identify trends, root causes, and opportunities for service improvement.
- Forecast call volumes, staffing requirements, and resource allocation based on historical data, seasonal trends, and business projections.
- Coordinated smooth onboarding for new staff with related training and documentation.
Assistant Manager
XOX Mobile
01.2019 - 12.2021
- Assist the Call Center Manager in supervising and coordinating the day-to-day activities of the call center, ensuring smooth operation and adherence to established procedures.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Assist in generating regular performance reports, dashboards, and analytics to track operational metrics, evaluate team performance, and measure progress against targets.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
Team Leader
XOX Mobile
07.2015 - 12.2019
- Supervise and lead a team of customer service representatives, providing direction, support, and guidance to ensure adherence to company policies, procedures, and performance standards.
- Conduct regular team meetings, huddles, and one-on-one coaching sessions to communicate expectations, share updates, and provide feedback on performance.
- Monitor individual and team performance against established metrics and KPIs, providing timely feedback and coaching to address performance gaps and optimize productivity.
- Handle escalated customer inquiries, complaints, and complex issues, providing resolution and ensuring customer satisfaction while upholding the company's reputation and brand image.
- Communicate effectively with stakeholders, including Managers, Team Leader, and Agents, to share updates, escalate issues, and seek input on process improvements and initiatives.
- Compile and analyze performance data, trends, and insights to generate regular reports and dashboards for management review and decision-making.
Education
Sijil Pelajaran Malaysia - Accounting
Sekolah Menengah Kebangsaan Bandar Baru Sg. Buloh
Sungai BulohSkills
Data Analytics
Staff Management
Operations Planning
Training and Development
Data-Driven Decision-Making
Budget Oversight
Operations Management
Customer Relationship Management
Interpersonal Skills
Work Planning and Prioritization
MS Office (Word, Excel, PowerPoint, Power BI)
Shift Scheduling/Schedule Management
Accomplishments
- Virtual Contact Center: Conducted VCC project in 2021 until implemented.
- Optimized cost: Managed to reduce almost RM400k in 2022 compared to the previous year.
- Advanced from Manager to Senior Manager quickly as result of Cost Reduction and VCC implementation.
Certification
Psychological Contract & Its Impact on Leadership
Timeline
Psychological Contract & Its Impact on Leadership
05-2024
Analysing Data with Power BI
11-2023
Microsoft Excel Pivot Table
10-2022
CREATIVE, ANALYTICAL THINKING, PROBLEM SOLVING & PRESENTATION SKILLS
06-2022
Manager, Call Center Support
XOX Mobile
01.2022 - 12.2022
Assistant Manager
XOX Mobile
01.2019 - 12.2021
Team Leader
XOX Mobile
07.2015 - 12.2019
Senior Manager, Call Center Support
XOX Mobile
1 2023 - Current
Sijil Pelajaran Malaysia - Accounting
Sekolah Menengah Kebangsaan Bandar Baru Sg. Buloh
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