Job Description

Call Center Operations: \xc2\xb7 Manage IT team to follow SOP of all call center activities covering End User Computing (PCs/Devices, Peripherals, Passwords, Access, etc), DC/Cloud Services (Servers / Virtual Machines, Storage, Backup, Security, Network etc) \xc2\xb7 Oversee and determine timeframes for major IT projects including system updates, upgrades, migrations, outages and supporting call center infrastructure and timeline \xc2\xb7 Monitor closely the network, data security and performance objectives through leading and lagging metrics to ensure adherence to quality and end user satisfaction \xc2\xb7 Identify and act on opportunities to improve service delivery and update software and systems \xc2\xb7 Conduct regular system audits to ensure alignment to service framework, plans, policies, procedures, controls, processes, standards with the company\xe2\x80\x99s strategic plans \xc2\xb7 Work closely with sales team to submit tender, and ensure IT operation meet client\xe2\x80\x99s requirements and the tender specification or proposed solution and costing Training and Development: \xc2\xb7 Provide direction for IT team members \xc2\xb7 Identify opportunities for team training and skills advancement \xc2\xb7 Develop and implement IT policy and best practice guides to establish SOPs, operational service delivery and improvements in call resolutions, L1 resolvable KPIs, etc \xc2\xb7 Design and conduct training programs and workshops for staff Reporting: \xc2\xb7 Manage and report on allocation of IT budget \xc2\xb7 Run and share regular operation system reports with internal and external stakeholders Requirement: \xc2\xb7 At least 3 years\xe2\x80\x99 experience \xc2\xb7 Ability to communicate technical information clearly to both technical and non-technical audiences \xc2\xb7 Experience in handling compliance related to FSI and setup the policy to meet the compliance \xc2\xb7 Experience working in Call Center as operator and supervisor, or a strong understanding of Call Center Operations Job Type: Full-time Salary: $3,500.00 - $5,500.00 per month Benefits:

• Health insurance
• Parental leave

Schedule:

• Monday to Friday

COVID-19 considerations:
All Safe Management Measures are adhered accordingly Work Location: Hybrid remote in #05-07, S 408941 Expected Start Date: 20/01/2023