Contact Center Technology Manager

Gambaran besar dan Tanggung jawab pekerjaan

1. Managing and Leading the Technical Team: Coordinate tasks and assign responsibilities to the team of technology engineers, ensuring project progress and work quality. Train and develop the skills of team members. 2. Implementing and Managing Call Center and CRM Systems: Building a CRM system integrated with the call center system to efficiently manage customer information, optimize customer service processes, and enhance service experiences, enabling businesses to manage, store, and interact with customers via phone in an automated and effective manner, thereby increasing customer satisfaction and improving revenue. Design, implement, and manage call center systems (PBX, VoIP) from major providers such as Cisco, Avaya, Genesys, etc. Integrate call center systems with CRM solutions like Salesforce, Zoho CRM, Microsoft Dynamics, and others. Monitor and evaluate system performance, recommending improvements and upgrades when necessary. 3. Technology Project Management: Plan, manage budgets, and track the progress of projects related to call center and CRM systems. Collaborate with other departments (sales, customer care, IT, etc.) to ensure business requirements are met. 4. Ensuring System Stability and Security: Oversee and ensure the stability and security of the call center systems and CRM solutions. Troubleshoot and resolve issues as they arise. 5. Technology Evaluation and Selection: Research, evaluate, and select new technologies and solutions that align with the company's growth needs. Negotiate and work with vendors of call center and CRM solutions. Other tasks as assignment 6. Connecting and Communicating with Partners and Clients: Build Strong Relationships and Effective Communication with both internal and external partners and clients within and outside the corporation. Ensure that information is received, processed thoroughly, and responded to in accordance with the set SLA (Service Level Agreement). Take responsibility for meeting customer service quality metrics, ensuring that project-related service standards meet expectations for both internal and external partners and clients.