Munil Payeng

Experience

• 

  IBM

  Jan 2007 - Jun 2014

  • Operations Lead

    Nov 2009 - Jun 2014

  • Associate

    Jan 2007 - Oct 2009
• 

  Concentrix

  Jun 2014 - now

   Spearhead a team of 8 Assistant Managers and 168 Customer Service Associates; responsible for the overall direction and performance of the teams Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets Manage the career growth and development of the Customer Support team by driving focus on L&D program. Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other stack holders.Operations and Project Management: Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team Drive creation of staffing plans, schedules, quality initiatives, process change initiatives and performance against SLAs, and measuring progress against business goals. Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization Works to build and maintain customer trust Solving complex customer support issues and proactively heading off negative service trends. Identifying and eliminating root cause barriers to accuracy, productivity and quality Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures Developing and achieving performance goals and targets in order to achieve customer support Show less

  • Operations Manager

    Dec 2023 - now

  • Deputy Manager

    Dec 2020 - Dec 2023

  • Assistant Manager

    Oct 2018 - Nov 2020

  • Team Leader

    Jun 2014 - Oct 2018