Job Description :
1. To supportany initiatives which impacted to customer centre.
2. To manageoverall call centre systems and application functions.
3. To managingand overseeing all improvement projects for service department in line withbusiness growth and strategic directions, including Demand Management
4. To manage all call centresystems and applications to ensure 24 hours accessibility and availability
5. To ensuring the flexibilityof the systems and applications to support business growth and strategicdirection as well as providing tactical solutions to daily issues.
6. To work with internal andexternal solution providers and ensure call centre systems and applications areready to support business and strategic growth plans.
7. To develop and ensureBusiness Continuity Plan (BCP) for call centre is in place and working properlyby periodic scenario testing in coordination with Risk or Complianceteams.
8. To manage all systemapplication access matrix and user security groups used in call centre, toensure all staff can access and use systems/applications as per policy andguidelines.
9. Render support to resolveuser issues with respect to hardware and software through working together withinternal technology teams and vendors.Indonesia
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