Regional Call Center Tech Operation

2 weeks ago

Singapore ENVOY SEARCH PARTNERS PTE. LIMITED Full time

Position : Regional Call Center Tech Operation

Team/Group : Digital Marketing Team/Marketing Business Group

This role focuses on call center tech operation, such as call cloud(Gensys, Amazon Call Cloud) and familiar with SaaS PaaS CRM solutions such as Sprinklr, ServiceNow.
- To serve as support for the Samsung’s Customer Experience as IT Operation representative.
- To provide first level support to the team for all technical enquiries related to call cloud solutions and omni channel solution
- To liaise and cooperate between different teams RHQ, HQ, Subs, Agencies for IT related tasks.
- Lead in technical discussions with RHQ and subsidiaries (e.g. gather use requirements, consolidate technical issues, manage change requests with HQ and External Vendors)
- Liaise with HQ and External Vendors in resolving technical issues
- Identify and recommend improvement opportunities for users and customers (e.g. system enhancements, process workflow)
- Collaborate with HQ, Subsidiaries and External Vendors to deliver system enhancements and support business strategic goalsTrack and follow-up on project timeline and action items with HQ and External Vendors
- Involve in UAT testing and prepare necessary documents (e.g. SOPs, guidelines) to support training and go-live before new system enhancements are launched
- Lead and provide UAT and system training, including ad hoc/additional training for new/existing users where necessary and/or upon request from RHQ and subsidiaries
- Prepare for crisis management (e.g. BCP for issue resolution and monitoring during WFH situations where required)
- Provide necessary data/report for management decision when required.

**Minimum Qualification**

Least 3+ years of working experience as call center tech operation

Broad knowledge of call center technologies such as CTI IVR PBX

Good understaing of call cloud solutions such as gensys and amazon

Familiar with microsoft office suite

Proactive, self-motivated

Effective communication and presentation skills

Team Player

Experience in CRM, ERP solutions such as Sprinklr, ServiceNow and SAP is a plus.

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