Head of Contact Center

Job Description

-Ensure the implementation of the section SLA (Service Level Agreement).

-Ensure the optimization of monitoring tools/applications and system uptime.

-Ensure the optimization of FSM (Field Service Monitoring)/applications.

-Ensure that section issues beyond assigned duties and responsibilities are escalated to the relevant internal section or work unit.

-Ensure the preparation of daily and monthly reports on ATM/CDM/CRM operational issues and communication networks as feedback to the customer.

-Carry out the procurement process for resources and infrastructure according to the work unit's targets.

-Coordinate the resolution of issues received from customers with internal sections, related work units, or ATM vendors/partners.

-Ensure preventive maintenance of ATM/CDM/CRM machines.

-Ensure coaching, onboarding, training and agent competency evaluation activities

-Ensure reports are submitted to the Manager.

Requirement

-Minimum 5 years in IT operations or managed services or Contact Center, preferably in banking or ATM operations.

- Customer Relationship Management

- FSM/Smasher or similar field service management platforms

- ATM/CDM/CRM hardware and software operations

- Network infrastructure and troubleshooting.

- Operational reports using Excel, SQL, or BI tools.

- ITIL framework

-COPC/CCW/CCIC, ISO9001/2015 preferable