Ganesh Kumar Ramachandran

As the Head of Contact Center at Ekiwi Global Malaysia, I manage a team of more than 150 telesales agents and five supervisors, ensuring the daily operations of the call center meet the sales targets and align with the company's objectives and strategies. I have over six years of experience in senior operations management roles across various industries, including banking, BPO, and contact centers.

I am skilled in customer relationship management, customer experience management, customer onboarding,

team management, and training. I have successfully implemented procedures, policies, scripts, and promotions to attract and retain customers, as well as analyzed sales data to improve processes and resource allocation.

I have also developed and executed dialer call strategies, compensation plans, QA guidelines, and new hire training modules to optimize and maximize the performance of my teams. I hold PCEIA, CEILLI, and Business

Development: Strategic Planning certifications, and I am fluent in English, Bahasa, Cantonese, and Tamil. I am passionate about driving business growth and customer satisfaction through operational excellence and innovation.

Managing team with more than 50 telesales agent and 5 supervisors Managing the daily operation of the call center to meet sales targets and in line with the Company's objectives and strategies:

Create procedures/policies for sales team to ensure target achievement

• Setting team’s KPIs to reach

Company’s targets

• Create appropriate call scripts/sales promotions to attract customers
• Analyzing sales data to improve processes and ensure resources are properly allocated, maximize efficiency and customer satisfaction
• Monitoring random calls to improve quality, minimize errors and track operation performance
• Ensuring all relevant communications and data are updated and recorded
• Reviewing the performance of staff, identifying coaching needs and planning coaching sessions Handling the most complex customer complaints or enquiries
• Supporting subordinates to solve difficult issues and giving suitable directions
• Proposing staff changes in assigned areas, including the hiring, promotion,

demotion, and vacations, leaves of absence and release of staff

• Evaluating staffs on KPIs in end year and creating new KPIs for next year
• Preparing daily reports on sales Motivating and retaining staff

Bachelor’s Degree, Economics and Finance

2000 - 2004