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Call Center Technical Support Engineer

2 weeks ago

Singapore IRMA INSIGHTS PTE. LTD. Full time

**Duties and Responsibilities**

**_Call Center Operations: _**
- 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)
- Oversee and determine timeframes for major IT projects including system updates, upgrades, migrations, outages and supporting call center infrastructure and timeline
- Monitor closely the network, data security and performance objectives through leading and lagging metrics to ensure adherence to quality and end user satisfaction
- Identify and act on opportunities to improve service delivery and update software and systems
- Conduct regular system audits to ensure alignment to service framework, plans, policies, procedures, controls, processes, standards with the company’s strategic plans
- Work closely with sales team to submit tender, and ensure IT operation meet client’s requirements and the tender specification or proposed solution and costing

**_Training and Development: _**
- Provide supervision and guidance for IT team members
- Identify opportunities for team training and skills advancement
- Develop and implement IT policy and best practice guides to establish SOPs, operational service delivery and improvements in call resolutions, L1 resolvable KPIs, etc
- Design and conduct training and workshops

**_Reporting: _**
- Manage and report on allocation of IT budget
- Run and share regular operation system reports with internal and external stakeholders

**Requirement**:

- At least 3 years’ experience
- Ability to communicate technical information clearly to both technical and non-technical audiences
- Experience in handling compliance related to FSI and setup the policy to meet the compliance
- Experience working in Call Center as operator and supervisor, or a strong understanding of Call Center Operations