รายละเอียดตำแหน่งงาน
รายละเอียดงาน
Develop the strategy, framework and business plan for call centre, onsite service, data centre operations, and retail and service station operation support, to meet client responsiveness and SLA requirements
หน้าที่ความรับผิดชอบ
- Develop the strategy, framework and business plan for call centre, onsite service, data centre operations, and retail and service station operation support, to meet client responsiveness and SLA requirements
- Manage and oversee customer operation support and call centre services across domestic and international locations
- Develop and manage the departmental budget and investment
- Develop and improve operational processes and performance across all customer service activities to hit service performance and customer satisfaction targets
- Provide client training to improve product and service utilisation
- Provide value-added services including registration systems, turnkey services, event management system operation, desktop preparation and equipment rental
- Act as an analysis centre for client expectations, providing insight for service improvement, new product development and market opportunities
คุณสมบัติ
- Proven senior leadership experience in 24/7 IT service operations, customer support, managed services or enterprise service delivery
- Strong experience managing call centres, onsite support, data centre operations, retail technology support or multi-site IT operations
- Professional background in IT consulting, managed services, system integration or enterprise-wide change management
- Strong knowledge of IT service management, SLA governance, incident and problem management, service continuity and operational improvement
- Proven ability to manage large-scale operations, budgets, workforce, vendors and service performance across multiple locations
- Strong customer management, stakeholder coordination and problem-solving skills
- Able to analyse customer needs and turn operational insight into service improvements and new business opportunities