Core Key Responsibilities / Accountabilities:

Monitor and check all log books and records in Control Room;

• Review and update Control Room procedures on regular basis;
• Schedule controllers’ duties to ensure sufficient manpower for daily operations in Control Room;
• Ensure running the operations smooth and efficiency on daily basic;
• Provide sufficient training/ coaching to controllers & administrators, assess their performance and skill levels regularly.  Enhance the productivity by providing adequate training and/or workflows revision;
• Manage screening of customers’ enquiries, breakdown request, grievances and complaints.  Ensure all such incoming calls have been followed properly;
• Review the data input for completion job (pink sheet) into system, ensure all the correct data entry into systems, chargeable slip go to finance for billing purpose and scan into system for reference;
• To Supervise Senior Controllers / Controllers, to ensure all procedures are efficiency, smoothly & fully compliance, such as monitor / ensure all data/action/reply/hand write can fulfill ISO policy in CAMS;
• To Customer Customer on their unsatisfied queries (general/simple) when incoming call on daily basic
• Regular check Control Room’s email for any emails regarding Tracker service/instruction 
• Handle all customer enquiry / complaint during office hours of Customer Care Centre;