Objectives
- Associate with DGRC/IT & RD C/TI on call center telephony Architecture for call reception system, call transfer system between different physical call centers including but not limited to Freeswitch, OpenSips..etc.
- Technical requirements management and analysis and provide solutions and architecture design
- Ensure the roll-out of CCC strategic project from system architecture view and associated change management with other relevant party including DGRC IT, RD C/TI and DPD etc.
- Enhance the integrated system models of inquiries, dispatching services, complaint handling, Training, Quality control for CAC, CCT, TCC, RSA
- Establish the knowledge base based on car lines/online & offline business to support the professionalism of inquiry service & complaint handling
- Establish an intelligence data report system that Timely display the progress of call centers’ business units
- Technical operation and maintenance and resource management according to peak hours and idle hours
- Continuous development and optimization of processes & cost efficiency
- New business requirements evaluation and analysis from system perspective
Task Designation
- Associate with DGRC/IT & RD C/TI on call center telephony Architecture for call reception system, call transfer system between different physical call centers including but not limited to Freeswitch, OpenSips..etc.
- Technical requirements management and analysis and provide solutions and architecture design
- Ensure the roll-out of CCC strategic project from system architecture view and associated change management with other relevant party including DGRC IT, RD C/TI and DPD etc.
- Enhance the integrated system models of inquiries, dispatching services, complaint handling, Training, Quality control for CAC, CCT, TCC, RSA
- Enhance the knowledge base based on car lines/online & offline business to support the professionalism of inquiry service & complaint handling
- Establish an intelligence data report system that Timely display the progress of call centers’ business units
- Technical operation and maintenance and resource management according to peak hours and idle hours