EUC Call Centre Manager

Micro 2000 Technology Pte Ltd

Job Description

Job Descriptions

· Scheduling employee shifts, planning for capacity changes

· Develop and maintain call center quality standards

· Review customer service conversations such as calls and ensuring all emails are replied

· Outline training guidelines and programs for customer service team

· Monitor customer service team performance

· 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

· Strong understanding in desktop, servers and network

· Report monthly on customer service evaluation and performance to IT Director

· 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 6 years of experience in IT industry. Must have at least 3 years of experience in IT helpdesk center job and holding a supervisory role

· Possess at least a Diploma in Information Technology or its equivalent

· Able to work half day on Saturday, whenever needed

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