Openings for Service Manager (IT Helpdesk Call Centre/Degree in Computer)- MNC, Singapore

Service Manager (IT Helpdesk Call Centre/Degree in Computer)- MNC

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Reporting to Operation Manager Oversees day to day operation of Service Management Centre (SMC) in Service Division Work closely with Account Team in delivering services within SLAs Lead and manage a team of helpdesk agents/supervisor to deliver the committed SLAs to clients Determines SMC operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis, identifying and evaluating leading technologies Plan and maintain efficient operation by designing, implementing and evaluating SMC and Service Division processes, policies and procedures Design, implement and maintain leading edge technologies to improve the infrastructure and service delivery tools for SMC and Service Division Develop and manage annual budget, staffing, performance management, employee development and satisfaction, reward and recognition, training and development of high-performance team Prepare and review call centre performance reports by collecting, analyzing and summarizing data and trends Prepare and submit report to management/customers on time and attend meetings as required  Interfaces with internal/external support groups on day-to-day helpdesk operation issues/services Attend to customer complaints and conduct root cause analysis, take immediate corrective action and implement preventive actions Maintain an effective business continuity plan Maintain professional and technical knowledge by tracking emerging trends in call centre operation management   Job Requirements: A Bachelor's degree in Management Information Systems (MIS), Computer Science or a related field. At least 5 years of contact center or IT technical support operation experience required, with a minimum of 3 years at a management level position in contact centre or IT technical support environment Proven experience in Customer Focus, Customer Service, Verbal Communication, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence Team player with effective communications skills and a strong analytical mind Able to work extended hours, if required, subject to the dynamic contact centre environment Actively lead and participate in process/system improvements, identify areas for  continual improvement and business process re-engineering. Potong Pasir MRT -10 Mins walk Accessible via Toa Payoh/Bedemeer/Lavendar/Kallang/Hougang/Serangoon/Tampines (by Public buses)

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