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 Global Business Services to provide omni-channel customer experience with multi-lingual capabilities that is powered by both digital innovation & artificial intelligence in serving all markets in Asia Pacific.
Vig comes with close to 24 years 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 which involved servicing clients from different industries & multiple geographies to deliver operational excellence, superior customer experience and quality & compliance commitments – this included leading global brands in the world of 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 which included senior leadership responsibilities in roles such as the Head of Customer Operations (Y2006-2013) and the Head of Channel Support (Y2013-2017) being the latest. In managing Customer Operations, he managed a large organization of more than 1000 staff 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 like the Branded Customer Experience, Retail Modernization, Physical Channel Digitalization & Biz IT Transformation while overlooking key day-to-day functions like go-to-market, system support, learning & development, channel service assurance, retail marketing & business continuity. Other roles in his earlier days at Maxis that build him up 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 Manager.
Known to be strong in strategy & operations management coupled with solid training in CIAC Strategic Leadership, Six Sigma Green Belt, ISO Methodology and COPC CX Implementation Leader certification; 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 has also taken steps to contribute back to the CX and Contact Centre industry by service the Contact Centre Association of Malaysia (CCAM) as an elected EXCO member while taking up chairperson, consulting & speaker roles in at industry initiatives to promote customer experience, digital innovation and contact centres best practices & standards.