Key Responsibilities:

• Manage IT operations, including network, system administration, and technical support.
• Lead and mentor a team, ensuring high performance and professional growth.
• Develop and enforce IT policies for data security, system reliability, and compliance.
• Collaborate with departments to address IT needs and integrate technology solutions.
• Oversee IT projects, including system upgrades and infrastructure improvements.
• Stay updated on industry trends and implement innovative solutions to improve operations.

• Bachelor’s degree in IT, Computer Science, or a related field.
• Proven experience as an IT Manager or similar, with a background in systems administration, preferably in a contact center.
• Strong knowledge of IT infrastructure, including networks, servers, and telecom systems.
• Excellent leadership, problem-solving, communication, and collaboration skills.
• Working knowledge of Microsoft Windows and Microsoft infrastructure software such as Exchange 2019, Office365, Azure, Linux (OpenSUSE and CentOS forks) environments.
• Knowledge of industry standards and best practices for IT management and data security.
• Working knowledge of Server and Desktop Virtualization technologies in an enterprise.

POSITION II: OPERATIONS MANAGER

Job Summary

Key Responsibilities

• Operational Leadership:Lead contact center operations to deliver high-quality service, manage team performance, ensure SLA adherence, and drive continuous improvement.
• Team Management: Oversee a team of supervisors, and agents. Provide guidance, coaching, and development opportunities to enhance team performance and engagement.
• Client Relations:Build and maintain client relationships, address issues, and ensure satisfaction through timely resolutions.
• Performance Monitoring: Utilize data and analytics to monitor contact centre performance. Identify trends, areas for improvement, and implement strategies to optimize efficiency and effectiveness.
• Resource Allocation: Collaborate with Workforce Management to ensure proper staffing, workforce planning, scheduling, and capacity management to meet operational needs.
• Quality Assurance: Implement and maintain quality assurance processes to ensure consistent delivery of high-quality service. Conduct regular audits and reviews to identify areas for improvement.
• Budget Management: Develop and manage the operational budget, ensuring cost-effective use of resources while maintaining service quality and efficiency.
• Compliance: Ensure adherence to company policies, industry regulations, and best practices. Implement and enforce compliance measures to mitigate risks and maintain operational integrity.

Qualifications and Experience

What We Offer

• Competitive salary and performance-based incentives
• Comprehensive benefits package, including health, dental, and vision insurance
• Opportunities for professional growth and development
• A collaborative and inclusive work environment
• The chance to work with a dynamic and innovative team

Job Application Disclaimer

Notice to All Job Applicants

Please be advised that by submitting your application, you agree to the following conditions:

• Consent to Contact: You consent to our company retaining your application and personal information for a period of 12 months following your application submission.
• Future Opportunities: You acknowledge that we may contact you regarding other job opportunities within our organization that align with your skills and experience, even if they are different from the position you initially applied for.
• Privacy Assurance: All personal information collected during the application process will be treated with the utmost confidentiality and will only be used for recruitment purposes.
• Opt-Out Option: If you do not wish to be considered for future job opportunities or want your personal information removed from our database, you may opt-out by sending an email to our Human Resources Department with the subject line "Opt-Out: Job Application".

We are committed to providing equal opportunities for all applicants and ensuring a fair recruitment process. Should you have any questions or concerns regarding this disclaimer or your application, please do not hesitate to contact our Human Resources Department.

Thank you once again for considering our company as a potential employer. We wish you the best of luck in your job search.