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

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