Design & Application Specialist (CMS)
$ 4,000 - $ 4,000 / month
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- Customize and configure call management platforms, such as IVR, ACD, phonetics boosting and call routing systems.
- Continuously evaluate system design, processes and identify areas for improvement, including automated business processes, visual data displays, and streamlined reporting mechanism.
- Coordinates Call Management System (CMS) project on related issues/ queries/ requests
- Raising of Change Request (CR) for the CMS as and when required due to operational needs or for enhancements of the CMS
- Prioritize and execute all call management system activities, such as setup, testing, validation, wallboard creation, Uploading and deleting of Inbound or Outbound datasets
- Conduct UAT for assigned projects and systems, including any integration with other systems
- Develop and maintain the training materials/user guide/ process flow for CMS users to encourage self-help
- Conduct troubleshooting with users for issues reported and perform high level identification of issues. Provide first level resolution and communication clearly to users Work with vendors on issue resolution, system maintenance and follow up
Requirements:
- Bachelor's degree in IT, Computer Science, or related field
- At least 1 year of experience in call center tech support
- Proficient in VoIP systems, PBX, and call center technologies
- Familiar with data analytics and reporting tools
- Strong problem-solving, analytical, and communication skills
- Ability to multitask in a fast-paced environment
- Contact: 6 + 6 months
- 5 days work week, 8.30am - 6pm
- Location: Central
- Salary up to $4k
PERSOLKELLY Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394
R1982883 (Koh Wei Ling (Gao WeiLing))
GOREF: 11269