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Design and Application Specialist (6 + 6 Months Contract) Up $4K

$ 3,000 - $ 4,000 / month

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Position: Design and Application Specialist

Work duration: 6 + 6 months contract
Working hours: Monday – Friday: 8.30am – 6:00pm
Salary: $3,600 – $4,000

Working location: Near Clarke Quay MRT

Job description:

  • 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
  • Minimum 1 year of relevant experience in call centre technology support
  • Strong knowledge of VoIP systems, PBX, and related call centre technologies
  • Knowledge of data analytics and reporting tools
  • Excellent problem-solving and analytical skills
  • Strong communication skills, both written and verbal
  • Ability to work in a fast-paced environment and manage multiple priorities
  • Required to work some evenings and weekends for system implementation/maintenance


PERSOLKELLY Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394
R1223746 (Tan Eng Kah (Chen YunJia))

GOREF: 11257