Vigneswaran Sivalingam, known in short as Vig, is the Country Head at Globee Services (a joint venture between leading international BPOs of EVERISE and UBASE) in Malaysia. He leads an exciting business agenda at Globee, which is to provide omni-channel customer experience with multi-lingual capabilities in serving all markets in Asia Pacific; an agenda that is highly focused & powered by both digital innovation & artificial intelligence.
Vig comes with 24 years of professional experience that centres around customer experience, omni-channel contact centre management, channel development and in recent times, he has been active in the business process outsourcing scene in Asia. Prior to joining Globee Services, Vig was attached for almost 2 years at Teledirect Telecommerce as their Director of Operations with responsibilities in Operations, Business Excellence and Learning & Development that involved servicing clients from different industries & multiple geographies in delivering operational excellence, superior customer experience and quality & compliance commitments – this included leading global in Digital Marketing, Airlines, Hospitality, Consumer Electronics and Financial Services.
Before that and for most of his career, Vig was with Maxis, the leading mobile communications provider in Malaysia, undertaking numerous roles there, including senior leadership responsibilities in roles such as the Head of Customer Operations and the Head of Channel Support. In managing Customer Operations, he managed a large (>1100 staffing) multiple award-winning organization through both in-house & outsource set-up with primary responsibilities in managing 1.5 million customer contacts (voice & non-voice), customer relations (complaints & recovery), telemarketing, dealer & partner support and back-end processing functions while the transformation leadership role at Channel Support allowed Vig to direct the change management agenda for Maxis sales & service channels with major initiatives in Branded Customer Experience, Retail Modernization, Physical Channel Digitalization & Biz IT Transformation while also overlooking key day-to-day functions like go-to-market, system support, learning & development, channel service assurance, retail marketing & business continuity. Other roles from his earlier days at Maxis includes both specialist & leadership stints in Credit Collections, Finance-Budget Controller (for Division), Project Management, Process Improvement, Contact Centre WFM/Resource Management Lead and Contact Centre Operations Management.
Recognized for both strategy & operations management coupled with solid training in CIAC Strategic Leadership, Six Sigma Green Belt and ISO Methodologies; Vig is one of the very few in the Malaysian Contact Centre industry to have been awarded the prestigious Industry Career Achievement Award back in Y2013 to back up the accolade of being the inaugural recipient of the Best Head of Contact Centre in Malaysia (Y2012). Vig is a certified COPC CX Implementation Leader.
In recent times, Vig has also taken steps to contribute back to the CX and Contact Centre industry by contributing time in the leadership of the Contact Centre Association of Malaysia (CCAM) as well as a strategic adviser to TACK TMI in customer experience consulting initiatives. He is passionately and actively involved as an organizing chairperson, consultant & speaker at industry initiatives to promote customer experience, digital innovation and contact centres best practices & standards.