DEVELOPMENT AND MANAGEMENT SECTION

1. Planning, managing, and monitoring MyGCC operation development including technical aspects, competency,
   human resources, and change management.

2. Implementing research and development (R&D) of technologies, standards, and best practices in the call centre industry that can be adapted in MyGCC. 
3. Managing and monitoring the scope of work and payment claim for MyGCC development project contract. 
4. Coordinate issues and matters arising during the development activities MyGCC.
5. Managing, evaluating and monitoring change request on functions and technical specifications under MyGCC project development activities. 
6. Administering MyGCC Technical Committee and Steering Committee meetings. 
7. Managing MyGCC administrative matters. 
8. Formulating and implementing training plans for Customer Service Officer (PKP) in MyGCC.

OPERATIONAL MANAGEMENT SECTION

1. Managing and coordinating MyGCC daily operations that provide services to customers through voice channel and non-voice channel 24 hours a day, 7 days a week
2. Monitoring real-time daily operations which involves managing PKP availability to receive calls/ transactions, the reliability of the system (system uptime), and service level management.

3. Receiving transactions from customers and provide a solution to cases filed by customers to MyGCC.
4. Managing and recording all cases received by MyGCC.
5. Managing and solving cases forwarded to the second level (escalation and focal point) which is received
   within the specified time.

6. Monitoring the quality of services rendered by MyGCC officers.

7. Verifying complaints and appreciations received for services rendered by MyGCC.

TECHNICAL SECTION

1. Planning, monitoring, reviewing and improving the work processes, information services, and technical
   requirements of MyGCC operation.

2. Managing and monitoring system network and MyGCC telecommunication operation. 
3. Coordinating and liaising with ministries/ departments/ agencies Single Point of Contact (SPOC) and Subject Matter expert (SME) in a matter of obtaining information for K-Base system. 
4. Preparing operations reports and analysis on a regular basis or ad-hoc.