4 years exp

**Roles & Responsibilities**

Job Descriptions
- Scheduling employee shifts, planning for capacity changes
- Develop and maintain call center quality standards, setting new SOPs
- Outline training guidelines and programs for customer service team
- Monitoring team performance
- Involve in troubleshooting on POS/technical issues (Remotely/Onsite)
- Managing different teams and understanding the work process and expectations
- Ensuring all department operations are going smoothly
- Analyze customer service metrics and team performance based on KPI
- Create strategies to achieve required support KPI
- In charge of training new staffs
- Part of the team to assist with troubleshooting/escalation
- Strong understanding in desktop, servers and network
- Preparing of daily/monthly report on outstanding issue and overall performance
- Any other ad-hoc duties as assigned

Job Requirement
- Project management experience that meets IT project expectations
- Good interpersonal, communications and presentation skills
- Leadership skills, able to lead a few teams
- Provide technical solutions to assist the operations
- Minimum 4 years of experience in IT/call centre industry. Must have at least 1 year of experience in holding a supervisory/managerial role
- Initiative
- Possess at least a Diploma in Information Technology or its equivalent

MICRO 2000 SERVICES (S) PTE. LTD.