Vigneswaran Sivalingam (Vig) is the Senior Director of Operations at the leading business process outsourcing firm, Teledirect Telecommerce. He is involved in building an exciting business agenda at Teledirect that provides omni-channel customer experience for both global & domestic clients in various industry verticals; with e keen focus on multi-lingual capabilities, customer experience and digital innovation.
Vig comes with 24 years of professional experience that is built around customer experience, omni-channel contact centre management, retail, channel development and in recent times, the business process outsourcing management in Asia. In the recent years, Vig has been serving in top management roles within the BPO industry in Malaysia, including VP/Country Head at the start-up initiative of Globee Services and Director of Operations at Teledirect during his first stint at the firm where he was focused on Operations, CX, Business Excellence and Learning & Development.
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 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 (in-house & outsource set-up) with primary responsibilities in managing 1.5 million monthly 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, backed with solid training in CIAC Strategic Leadership, Six Sigma Green Belt and ISO Methodologies; Vig is one of the very few leaders in the Malaysian Contact Centre industry to have been awarded the prestigious Industry Career Achievement Award (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.