Call Center IT Manager

Take the Lead as a Call Center IT Business Partner with Future Group!

Are you ready to bridge the gap between technology and customer service excellence? Join Future Group, a pioneer in translation and localisation services since 1994. With a global presence in North & Latin America, Asia, Europe, and MEA, we offer a unique platform for making a substantial impact in a dynamic industry.

Why Future Group?

At Future Group, we encourage innovation and drive excellence. By becoming part of our global family, you’ll join a team dedicated to advancing the future of communication. We offer exceptional opportunities for personal and professional growth, positioning you at the forefront of technology and customer service operations.

Summary:

In this role, you will serve as the critical link between the IT department and call center operations. Your primary focus will be on improving customer experiences through technical support and strategic IT solutions. Your role will involve collaborating with various teams to understand technological needs and implementing effective solutions that enhance call center functionalities.

Key Responsibilities for Call Center IT Business Partner

Including but not limited to:

Strategic IT Management:

• Develop and implement IT strategies that support and align with the company’s business objectives.
• Collaborate with executive leadership to ensure IT strategies effectively support overarching business initiatives.
• Operational Oversight: Manage the day-to-day operations of the IT department, including budgeting, staffing, and project management.
• Ensure the IT infrastructure is robust and effectively supports the operational requirements of the business.

System Implementation and Maintenance:

• Oversee the selection, implementation, and maintenance of IT systems and software to meet business needs.
• Regularly review and update IT systems to ensure they remain relevant, efficient, and secure.
• Technical Support and Issue Resolution:
• Provide leadership and support for high-level technical issues, ensuring they are resolved in a timely and efficient manner.
• Develop and maintain protocols for the quick resolution of IT disruptions to minimize operational downtime.
• Budget and Resource Management:
• Develop and manage the IT budget, ensuring optimal allocation and utilization of resources.
• Monitor expenditures and make adjustments as necessary to align with financial objectives and constraints.
• Disaster Recovery and Business Continuity Planning: Develop and implement disaster recovery and business continuity plans to ensure the stability of IT operations under adverse conditions.
• Conduct regular reviews and drills to ensure plans are effective and well-understood by relevant staff.
• Stakeholder Communication and Coordination:
• Serve as the primary IT contact for offshore clients and other stakeholders, ensuring clear and effective communication regarding IT matters.
• Coordinate with various departments to align IT services with business needs and priorities.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: Minimum of 5 years of experience in IT management in a call center is a must.
• Certifications: PMP, ITIL, or similar certifications are highly desirable.
• Proven leadership and team management abilities.
• In-depth understanding of IT systems and infrastructure.
• Ability to manage multiple projects and priorities in a dynamic environment.

Embrace This Opportunity!

Are you ready to contribute to a global leader and elevate your career to new heights? Join Future Group and embark on an exciting journey of growth and technological innovation. Apply now and become an integral part of a team that is redefining the future of communication through technology and service excellence.

Unlock your potential with Future Group and make a difference today!

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