The role is responsible for overall Virtual Sales & Customer Engagement for Bank and Pay customers including day to day operation, delivery of training and quality assurance. The role focuses on strategic workforce management and saving cost also.

• Understanding the business requirements from the VC”s.

• Participate in budgeting and forecasting for VCRM headcount and current need.

• Develop and manage relationships across the business needs through customers.

• Provide advice and guidance regarding process changes to bring more effectiveness.

• Arrange to provide training and guidance to VCRM’s.

• Ensure agreed performance management, process and deliverables with VC’s are monitored and timely reviewed.

• Work with the VCGM’s to sustain and grow programs and service.

• Manage administrative functions to ensure smooth and efficient operations of the team leaders and VCRM’s.

• Support the VC’s strategic alliances and partnership.

• Ensure performance goals are met and set.

• Participate in strategic planning to enhance the VCGM roles.

• Represent the Performance to the management, key stakeholders and VC’s.

• Plan and implement the annual calendar of activities including productivity goals, conversions and revenue support to the VC.

• Help create budgets and track expenditures and map it back with performance output of VCRM’s.

• Support VCGM’s with desired reports and conduct monthly business reviews.

• Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Administration field.
• At least 5 year(s) of working experience and managing a large team in the related field is required for this position. 
• Highly skilled in Virtual sales and generate revenue from outbound calls. 
• High Value customer management.
• Experience working in contact centre of banking / financial services would be an added advantage.