Job Purpose: This role is to lead a team to develop and implement contact center, respond to user help desk requests, and monitor system stability and performance; Manage partner services delivery and operations; Do planning, reporting and giving advice partner services delivery excellence.
Job Responsibilities:
Scope 1: Manage Contact center
Job Responsibilities:
Scope 1: Manage Contact center
- Maintain the Contact Center System
- Handle CC Team’s request under company guidance and seek assistance when needed
- Offer suggestions for streamlining processes and increasing efficiency
- Report malfunctioning equipment and software to Vendor
- Monitor Telco Trunk
- Participate in Contact Center Technology Trend Knowledge Transfer Workshop in order to keep your job knowledge up to date and advise the best practice, cost effective to Company‘s Customer Care Operations
- Manage the Level 01 IT Support
- Coordinate with Contact Center Vendor
Scope 2: Manage partner services delivery and operations
- To manage and measure KPIs/SLAs delivery
- To manage and control operations effectiveness and efficiency & Develop IT policies and practices
- To qualify services delivery and operations compliance and policies
Scope 3: Prepare plan, report and advice partner services delivery excellence
- Plan and report partner services delivery and operations excellence
- Advice and align services delivery and operations excellence along the way
Job Accountability:
- Ensuring that Contact Center system works reliably and securely
- Ensuring any services delivery and operations in effectiveness and efficiency along the way with Business growth and expectation
- Ensuring the plan and report, analytics to engage partners to continue enhance and improve services to meet and beyond KPIs/SLAs with effective cost and investment
Job Requirements:
- University Diploma in Computer Science, Information Management or equivalent
- Good listening and verbal skills
- 10+ years of experience handling communication system, contact center system
- 5+ years of experience performing administration of Avaya/ Cisco/ Genesys Platform
- Multitasking skills in fast-paced environment
- The ability to work independently without much direct supervision