Yue Peng Low

1. Manage escalation cases from agents and assist with complicated cases & come up with decision for their next steps.

2. Manage agent’s attendances, annual leaves, medical leaves etc.

3. Training New staff & shadow sessions.

4. Hiring process

5. Evaluate agent's case for QA (KPI).

6. Ensure coverage at all times, jumping in (phones and emails) as back-up in unusual circumstances, special events or unforeseen short staffing, natural disaster etc.

7. Monitoring & watching inbound call queues and cases adhere to SLAs.

8. Monitoring inbox cases - motivate team to pick up urgent cases, then older cases. Assign cases that require immediate attention.

9. Communicating new information to off-site teams, new policies, processes, and new product launches.

10. Bi-weekly meeting for coaching, updates and feedback on quality and to allow agents to pose questions that may need clarification.

11. EOD reports for queues volume hourly, includes any incidents (ie coaching; absence; issues, ad hoc etc)

1. Managing inbound email and calls from customers and hotels for after sale services (includes: denied check-in, cancellation, amendment, promotion etc).

2. Assist new hire on-boarding (buddy session).

3. Escalate cases to related department that need immediate attentions.

4. Awarded top closure (performance) in 2018 Q4.

1. BPO, Work under Uber project (Taiwan)

2. Supporting driver-partners and riders on their trip-related, account-related, products, promotions etc enquires (App messages).

3. Assist new recruits on their issues while handling enquires.

4. Assist team leader in looking up to the team during his/her off day.

5. Outbound call to driver-partners and rider for emergency cases (Lost item)

1. Birdnest quality control.

2. Manage daily operation of the factory and ensure workers adhered to HACCP process.

3. Keep track records of raw materials & end products.

4. Manage packaging for export.

5. Admin works (documentation).