TNG Digital Hiring! Full Time Customer Operations Specialist in Federal Territory - Ricebowl

Managed Daythree BPO operations supporting approximately 160 customer service agents while monitoring operational performance, workforce readiness and service delivery.

Monitored vendor KPIs, SLA compliance and operational trends through Zendesk Explore dashboards and Microsoft Excel analysis before presenting Weekly Business Reviews (WBR) to management.

Administered Zendesk by managing roles, groups, macros, triggers, automations, forms, custom fields, views, reporting and sandbox testing to support business operations.

Supported Genesys Cloud administration, including queue configuration, routing, ACW optimisation, monitoring and skill assignment for BPO operations.

Managed user access lifecycle including provisioning, modification and revocation across operational systems while supporting workforce planning and access governance.

Prepared monthly DuitNow operational endorsement reports for management approval before submission to PayNet to support regulatory reporting requirements.

Collaborated with Product, Operations, QA, Technology, Training, Settlement, eKYC, Business Units, Vendors and PayNet to improve customer operations and operational processes.

• Participated as a panel interviewer for Daythree recruitment by conducting final-stage interviews and providing hiring recommendations.