The Job:
- Oversee the contact center end-user support team, coordinating with managed service providers to prioritize incidents and requests.
- Ensure adherence to Service Level Agreements (SLAs) and maintain high-quality service delivery through regular monitoring and quality control checks.
- Provide day-to-day IT infrastructure support, ensuring all call center staff are equipped to meet business needs.
- Deliver 1st and 2nd level support for all contact center-related applications and voice infrastructure.
- Ensure 100% uptime of critical call center hardware and software systems through proactive monitoring and issue resolution.
- Support call center voice system planning and profile configuration to enhance operational productivity.
- Coordinate the implementation of new call center technologies and special projects as assigned.
- Engage with call center management to ensure operational effectiveness and alignment with business goals.
- Liaise with vendors to ensure service uptime and SLA compliance for all contact center systems.
- Conduct monthly issue-review meetings with vendors to enhance service productivity.
- Manage IT hardware and software assets, maintaining an up-to-date inventory and ensuring compliance with licensing and vendor contracts.
- Oversee the implementation of information security measures, ensuring systems meet baseline security standards.
- Provide KPI/metric reporting to management and maintain accurate documentation of systems and processes.
- Conduct research and development on voice infrastructure technologies to introduce new features and solutions.
- Ensure succession plans are in place and provide 24x7 on-call support coverage.
The Person:
- Bachelor’s degree in IT, Engineering, or a related field.
- A minimum of 2 years of relevant experience.
- Equivalent professional qualifications in the relevant field.
- Knowledge of the IT/Telecom industry.
- Excellent communication skills.
- Proficiency in Windows systems.
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