Mohamad Suhaimi Bin Abu Bakar

1) To manage daily rostering of Assistant Controller.

2) To supervise the daily operations in Bus Control Centre (BCC) and assist Assistant Controller whenever needed.

3) To perform and review daily reports such as Accident, Misconduct, Punctuality and other assigned reports.

4) To manage and response to every customer’s feedback and enquiry received through email.

5) To response, review and release CCTV request.

6) Responsible for administrative works in BCC and ensure proper record filing.

7) To ensure every task performed are adhered with the SOP.

8) To monitor staff’s performance and behavior, to perform counselling session if necessary.

9) To arrange Assistant Controller for trainings.

10) To perform other ad-hoc or additional tasks whenever required.

1) To ensure shift adherence as per scheduled monthly roster.

2) To professionally assist customer’s feedback and enquiry via phone calls and emails.

3) To attend data or CCTV footage request according.

4) To carefully handling RTD, RTW, ROF or Accident/Incident cases.

5) To manage operations planning, data entry and updates in the Performance Report System.

6) To ensure/manage real time data accuracy on the bus service information in the FTS.

7) To monitor the real time bus departure behavior to ensure punctual departure as per scheduled and to manage/cascades the lateness, and early departure cases or in case of any trip lost due to behavioral reason cases.

8) To monitor on the road buses movement to ensure the route adherence and to manage/cascades the non-compliance cases.

9) To monitor driver’s on duty behavior to ensure speed limit adherence and to manage/cascades the non-compliance cases.

10) To monitor driver’s on duty behavior to ensure engine off at the end hub for cost saving on the idling and to manage/cascades the non-compliance cases.

11) To attend calls and assists drivers for any on duty buses technical issues & failures, approved route traffic issues or any circumstances that failed/block the service/duty.

12) To perform data entry or records on the related form/log as required based on the current or future structured tasks descriptions/flows.

13) To report any BCC and BIS related system failure in which under BCC monitoring for immediate repair action.

14) To provide accurate and updated information via social medium and Passenger Information System (PIS).

15) To perform additional or ad-hoc tasks whenever necessary/required/instructed based on operational needs.

16) To aim for optimum daily trips achievement in order to deliver service reliability and KPI achievement.

17) To utilize FTS functions and information for excellent and efficient daily monitoring in order to well delivered every task assigned and hence meeting all KPI targets.

18) To be proactive and creative in contributing ideas for improvement so that daily task can be easily but well delivered.

19) To be customer focus and increase customer’s satisfaction through effective daily monitoring and customer service.

20) To be able to identify issues and providing right solution on every common and new risen issues.

21) To be able to perform multi tasks in which requires many different skills.

-Handle customers enquiries on the Bank & products and services
(credit card)
- Process customer transactions accurately in accordance to the set
procedures and guidelines.
-Respond to customers requests efficiently and customers complaints
promptly.
- Deliver world class 24-hours telephone customer service in a
consistent and professional manner.