DEVELOPMENT AND MANAGEMENT SECTION
- Planning, managing, and monitoring MyGCC operation development including technical aspects, competency,
human resources, and change management. - Implementing research and development (R&D) of technologies, standards, and best practices in the call centre industry that can be adapted in MyGCC.
- Managing and monitoring the scope of work and payment claim for MyGCC development project contract.
- Coordinate issues and matters arising during the development activities MyGCC.
- Managing, evaluating and monitoring change request on functions and technical specifications under MyGCC project development activities.
- Administering MyGCC Technical Committee and Steering Committee meetings.
- Managing MyGCC administrative matters.
- Formulating and implementing training plans for Customer Service Officer (PKP) in MyGCC.
OPERATIONAL MANAGEMENT SECTION
- 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
- 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.
- Receiving transactions from customers and provide a solution to cases filed by customers to MyGCC.
- Managing and recording all cases received by MyGCC.
- Managing and solving cases forwarded to the second level (escalation and focal point) which is received
within the specified time. - Monitoring the quality of services rendered by MyGCC officers.
- Verifying complaints and appreciations received for services rendered by MyGCC.
TECHNICAL SECTION
- Planning, monitoring, reviewing and improving the work processes, information services, and technical
requirements of MyGCC operation. - Managing and monitoring system network and MyGCC telecommunication operation.
- 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.
- Preparing operations reports and analysis on a regular basis or ad-hoc.