System Specialist (ASP.net) - Jakarta
Responsibilities
- Maintain, test, and monitor business applications, including coordinating the installation of computer programs and systems
- Ensure that project deliverables meet users’ requirement and expectations
- Monitor the business benefit in order to realize process improvements
- Ensure that projects are implemented in accordance to standard methodology and follow the best practice
- Maintain business production system (applications, interfaces, workflow, alert, etc.) to support the availability and continuity of business operation
- Monitor the business production system performance to ensure user/customer satisfaction
- Follow up and resolve user request and issue from assignment to completion
- Provide business process consultancy to the business users in order to seek for better business solution
- Train users to work with computer systems and applications
- Maintain and document user profile/authorization with regard to IT business applications
- Perform necessary user account review with respect to employee mutation or resignation
- Ensure new application developed is compatible with the existing infrastructure
- Develop, document and revise system design procedures, test procedures, and quality standards
- Determine computer software or hardware needed to set up or alter system, also liaise with system administrator for verification
- Male / Female, maximum of 28 years old
- Bachelor degree majoring in Information Management from reputable Unive rsity
- Minimum 2 year experience in SQL or Microsoft .NET
- Experience in Consultancy company will be advantage
- Skills in programming (.NET, SQL Server) is essential
- Exposure to business process knowledge (ERP, CRM) is an advantage
- Self-motivation and initiative, combined with an analytical mind and logical/firm judgment
- Good problem solving skills
- Strong understanding of available and emerging technologies is essential
Responsibilities
- Develop, manage, and monitor the operational of Contact Center Department in performing daily operational activities in order to achieve the agreed level of Customer Satisfaction Index (CSI).
- Develop engagement process in Contact Centre Department in order to fulfill the needs of company business and customer.
- Manage and monitor the implementation of the agreed engagement process so as to ensure the implementation is performed appropriately and effectively.
- Liaise with outsource partner to ensure the availability and capability of human resources are fulfilled, customer database is maintained properly so as to achieve the agreed level of CSI.
- Coordinate with all related department in setting up training programs to keep Contact Center team updated with all information in order to achieve productivity level.
- Conduct coaching and counseling session to Contact Centre Team Leader in order to improve performance and quality of Contact Centre.
- Review and consolidate all reports such as Agent Productivity Report, Contact Centre performance, promotion calls, customer satisfaction survey and operational cost which submitted by subordinates to ensure the achievement of performance and quality of Contact Centre effectively and efficiently
- Review annual department budget based on quality and productivity report, and propose annual budget for contact centre development to get superior’s approval.
- Monitor the agreed cost in order to ensure an effective and efficient use of the allocated budget.
- Analyze call management system report to support data for annual budget proposal
- Create motivation program for Agents and Team Leaders in order to improve standard productivity and performance of Contact Centre
- S1 from all majors
- Experienced as Supervisor Call Center/Contact Center minimum 2 years
- Experienced in managing third party (outsource)
- Experienced in using Contact Center application
- Understand Contact Center Performance Indicatior, the measurement and the implementation system
- Good in Excel & Powerpoint
- Proficient in English
- Good interpersonal and communication skill
- Excellent customer service
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