Manager Contact Center Support

Manager Contact Center Support

Job description

JOB OVERVIEW

Manager CC Support is primarily responsible to provide Level - 1 technical support to all agents in LHR Contact Center. Ensure in-time systems development and preparations. Ensure rectification of contact center software level 1 issues pertaining to customer systems. Manage outsourced staff for 24x7 support

MAJOR RESPONSIBILITIES

• Manage level I support for incidents / issues
• Verify successful deployment of CRs in coordination with business teams
• Support expansions and upgradation activities through interactions and deployments at agent end
• Manage vendor SLAs and internal OLAs
• Maintain systems performances, patches and Anti-Virus deployments
• Ensure ticketing and logging of all issues
• Provide support to level II and level III teams for quick resolution of issues
• Ensure compliance with budgets, targets, and deadlines through the implementation of cost-efficient controls and solutions
• Ensure compliance with legal and ethical standards
• Any Other Projects Assigned by the Supervisor.


Requirements:
Education
Bachelors / Master’s Degree in engineering from a recognized university
Experience:
At least 3-5 years of experience in the relevant field