Symphony Group of Companies

The Symphony Group of Companies is the largest independent business process outsourcing (BPO) outfit in Malaysia. Since our inception in 2002, we have become a partner of choice for more than 3,000 clients ranging from private and public-listed companies to Fortune 500, Global 500 and large conglomerates across the Asia Pacific region by adding value to their business process needs.

We are moving into our new Symphony House building beginning January 2009 located within the Kelana Jaya/Ara Damansara vicinity with state-of-the-art infrastructure and facilities.

Assistant Manager- Data & Analytics (Call Center)
(Selangor - Ara Damansara)

Responsibilities:
The Assistant Manager is responsible in leading, managing and supervising the CRM Data & Analytics team in meeting the goals set for the year. Also, to play an active role in external bench marking, reviewing quality service standards, and implement service performance based activities within CRM Inbound department.

Data Analysis
1. Manage reporting requirements according to the CRM clients and internal plans.
2. Constantly evaluating current reports and identifying areas of improvements.
3. Develop reporting template to improve efficiency
4. Provide a centralized and dedicated team of staff that manages, tracks, trends and reports the performance of CRM accurately, efficiently and in a consistent approach.
5. Analyze call center data and use the data to develop and suggest for process improvement
6. Develop forecast using quantitative and qualitative approach
7. Provide staffing and scheduling information to current operations team and potential clients
8. Quality checking of reports to ensure accuracy.

Systems
1. Work with IT and Ops team on newly implemented program call flow.
2. Solve ops team issue on CMS.
3. Provide guidelines and consultation with regards to CMS system.
4. Design CMS report as per request by client and ops team

People Management
1. To select, train, develop and motivate staff; to maintain efficient and effective reporting process.
2. To direct all managerial functions including recruiting, hiring, training, supervising, evaluating, coaching and disciplining of employees.
3. To identify training requirements, develop, implement training plans and to work with the Senior Manager/ Senior Director on possible development programs for Performance Improvement.
4. To implement an effective monitoring and coaching program to manage agents and team performance.

Training & Development
1. Facilitate and coordinate the training programs related to report, analysis and CMS system.
2. Adopt an effective and efficient training style or method of delivery that best suits the delivery of the course contents for each of the training needs.

Non-Financial Planning
1. Providing inputs to CRM management and ops team on developing non-financial target on annual basis

Others
1. To be able to backup other functions or units within CRM.
2. To attend meetings or represent the division in any working committee as and when required.

Requirements:
Candidate must possess at least a Professional Degree or Master's Degree in any field.
Minimum of 1 year call centre ops experience
Minimum 2 of years experience in handling large amount of data and analysis.
An excellent command of spoken and written English. Possess excellent PC Skills. Advance skill in Microsoft Excel. Good command in other Microsoft Office i.e. Power Point and Microsoft Word

Communication
Ability to communicate clearly.
Strong listening skills, displays patience and good comprehension.
Good Interpersonal skills, Courteous and Polite at all times

Managing
Good interaction with people of all levels.
Must be able to work under pressure.
Should lead by example.
Ability to identify issue and possess good problem solving abilities

Call Center
Ability to understand, discuss and demonstrate experience in key call center activities, e.g. staffing and scheduling, performance management, process level control etc.
Must demonstrate an understanding of key KPIs.Statistics & Data Analysis.
Have intermediate statistical skills, i.e sample size calculation, regression, correlation, Gage R&R, etc.
Able to apply other process control measurement, e.g DMAIC, RCA

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Symphony Group of Companies
Level 12, Menara HLA, No 3, Jalan Kia Peng, Kuala Lumpur 50450.
Website: http://my.jobstreet.com/announcement/2009/s/symphony/overview.htm