Operation Development Manager (Call Center)

Responsibilities:

Strategy, System Administration, Technical & Development

• Plan, develop, improve, and integrate Contact Center and BPO systems to align with the business and connect with other company systems.
• Establish standards and manage system development to achieve goals while controlling related budgets, project plans, and resources.
• Manage and oversee the Contact Center systems and supporting systems such as ACD, CTI, CRM, Knowledge Management, Order-to-Cash, and Business Intelligence Tools.
• Research, analyze, and develop new tools/systems, such as CCS, CRM, AI, and Automation, to enhance operational efficiency.
• Manage systems and processes to ensure compliance with operational standards, including ISO, SOC2, and COPC.

Project Management

• Manage end-to-end system development projects, covering selection, analysis, comparison, proposal approval, development, testing, and delivery.
• Formulate Project Plans, defining timelines, scopes, budgets, and associated resources, while monitoring and controlling execution to align with the established plans.
• Analyze and evaluate projects across various dimensions, including technical aspects, costs, cost-benefit analysis, business impact, and risk management.
• Plan and manage system implementation (UAT/ System Implementation / Go-live/ Knowledge transfer) and post-delivery monitoring.

Team Management and Coordination

• Coordinate and collaborate with relevant internal and external departments.
• Effectively communicate business requirements to ensure mutual understanding between technical teams and stakeholders.

Analysis and Reporting

• Analyze operational data to develop guidelines for system and process improvements.
• Prepare system performance reports for management, such as Project Progress, System performance, and Productivity Reports, and present them to executives.

Qualifications:

• Bachelor's degree or higher in Information Technology, Computer Engineering, Business Administration, or a related field
• At least 7-10 years of experience in Contact Center/CRM/Automation/System Development
• At least 3 years of experience in managing system development teams or IT projects
• In-depth understanding of Contact Center systems (ACD, CTI, CRM, Knowledge Management, Order-to-Cash)
• Strong ability to analyze data and proficient in using BI tools, Microsoft Excel, and Power BI
• Professional skills in project management, planning, and negotiation
• Ability to work under pressure with a high sense of responsibility
• High agility in managing tasks meticulously and systematically
• Dedicated and enthusiastic about assigned tasks