Responsible to plan, coordinate, and supervise all activities related to the design, development, and implementation of BPO’s Call Center Technologies and related ICT systems and software applications. The Call Center Technology Manager is also responsible to provide proven communication skills, problem-solving skills, and knowledge of best practices to guide the Call Center Technology team on work/issues related to the design, development, and deployment of mission-critical ICT and software systems related to BPO Call Center Technology.
Area of responsibilities:
- Supervise the projects and responsibilities of the Call Center Technology team.
- Provide presales solution support on BPO Call Center Technology.
- Focal point for all technical activities with specified customers and projects.
- Design-in support of BPO Call Center technology.
- Support of customers through production test and field deployments.
- Project management of day to day technical support activities related to BPO Call Center Technology.
- Call Center Technology team project and process management.
- Liaising with Sales and Presales on solution development.
- Support sales and presales teams to convince customers and partners on BPO Call Center solution advantages
- Minimum Bachelor’s Degree in Technology related domain.
- Cisco certified telephony specialist.
- At least 3 year experience in Contact centre technology.
- Proven management ability.
- Ability to motivate in a team-oriented, collaborative environment.
- Ability to set and manage priorities judiciously.
- Ability to manage time and resources efficiently.
- Excellent interpersonal skills.
- Exceptional analytical, evaluative, and problem-solving abilities.
- Exceptional service orientation.
- Excellent judgment including negotiation and conflict resolution skills.
- Self-motivated with the ability to make decisions in a changing environment and anticipate future needs.
- Must poses good communication skill with all stakeholders.
- Must be equipped with proper analytic and logic skill to understand clients’ needs in order to provide the right technology solution.
- Must be able to lead the team to the right technology direction along with company business direction.
- Must poses good understanding in contact centre technology solution inclusive of telephony, CTI, IVR, application and available technology in market ready to be deploy for contact centre needs.