Rekken Kwan Wan Jie
Operations Manager
Setapak
Summary
Dynamic and results-driven professional with 7 years of comprehensive experience in the contact center industry, spanning roles from frontline agent to Operations Manager. Demonstrated expertise in navigating every aspect of operations, from frontline execution to overseeing team KPIs and daily operations, leading to ensuring client expectations are met.
In recent role as Operations Manager, successfully managed a team of 400 employees, the largest within the organization, along with overseeing 20 Team Leaders .Proficiently monitored daily client value attainable metrics to ensure operational excellence and quality assurance. Collaborated effectively with various stakeholders , including Workforce Management, Recruitment, Training, Quality, and Human Resources teams, to optimize processes and enhance overall performance.
Implemented systematic daily operations procedures to maintain smooth operations and business as usual (BAU) functionality, while ensuring workload balance and efficiency across teams. Developed detailed and organized performance metric tracking systems, enabling quick analysis and reporting to senior management on current performance trends and risks. Committed to driving continuous improvement and delivering measurable results through strategic planning, proactive communication, and cross-functional collaboration.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
4
4
Languages
Work History
Operations Manager
Concentrix
10.2023 - Current
- Managed team of 400 employees with 20 Team Leaders, ensuring efficient coordination and performance across departments.
- Monitored daily client value attainable performance, identified risks, and provided direction on approaches with appropriate action plans to mitigate challenges.
- Coordinated with various stakeholders including Workforce Management, Training Team, Quality Team, Client Stakeholders, Facility Team, Human Resources and Recruitment Team to ensure seamless operations.
- Devised processes to boost long-term business success and increase profit levels.
- Developed systems and procedures to improve operational quality and team efficiency.
- Organized all operational metrics for real-time analysis, conducted strategic planning, and communicated trends and risks to higher management with meticulous detail.
Assistant Operations Manager
Concentrix
05.2022 - 09.2023
- Managed team of 400 employees with 20 Team Leaders, ensuring efficient coordination and performance across departments.
- Monitored key performance metrics to identify areas for improvement.
- Supervised operations team to support operational excellence and excellent customer service.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Coordinated with General Manager in different operational issues and promotional activities.
- Developed systems and procedures to improve operational quality and team efficiency.
- Trained and guided team members to maintain high productivity and performance metrics.
Senior Virtual Team Leader
Concentrix
4 2021 - 04.2022
- Manage with team with 20-25 headcount of team size.
- Work closely with Operations Manager on driving Team Performance KPI
- Managing client expectation and needs
- Established clear communication channels that ensured timely exchange of information between team members and stakeholders.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Gathered, organized and input information into digital database.
- Managing TL Team by streamlined daily operations tasks for increased efficiency, reducing turnaround times for critical tasks.
Virtual Team Leader
Concentrix
11.2019 - 03.2021
- Root Cause analysis and identify improvement area for driving Team Performance.
- Manage with team with 20-25 headcount of team size.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Provide coaching to agent while giving motivation for driving better and stable performance outcome
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Education
Bachelor Degree - Marketing
Tunku Abdul Rahman Universities College
05.2015 - 05.2017
Diploma - E-Commerce & Marketing
Tunku Abdul Rahman Universities College
05.2013 - 05.2015
Skills
Communication
undefinedAccomplishments
- 30 September 2022 : CCAM - 3rd Place Bronze Award | Best Contact Centre Team Leader (Inbound)
- 1st November 2023 : Concentrix - MVP Award | Best Manager
Timeline
Operations Manager
Concentrix
10.2023 - Current
Assistant Operations Manager
Concentrix
05.2022 - 09.2023
Virtual Team Leader
Concentrix
11.2019 - 03.2021
Bachelor Degree - Marketing
Tunku Abdul Rahman Universities College
05.2015 - 05.2017
Diploma - E-Commerce & Marketing
Tunku Abdul Rahman Universities College
05.2013 - 05.2015
Senior Virtual Team Leader
Concentrix
4 2021 - 04.2022
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