Assistant Manager, Call Center Network (Customer Service)

Position Summary

Why Join Us?

Since its founding in Suwon, Korea in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top 10 global brands, managing more than 200 subsidiaries around the world. Samsung Gulf Electronics, established in 1996, serves as the regional hub for Samsung Electronics in the Middle East, headquartered in Dubai, UAE. Over the years, it has played a pivotal role in delivering innovative technologies across the GCC region, including smartphones, home appliances, displays, air-conditioning and enterprise solutions. At Samsung Gulf, we believe in empowering people to lead and drive progress. If you are ready to grow with a global leader, we want you on our team.

Role and Responsibilities

A Snapshot of Your Day

We are seeking a talented Call Center Assistant Manager in our Customer Support Team who will be responsible for managing the Call Center Network Infra Structure to deliver seamless connectivity to customers. They will be overseeing the procurement, maintenance, and lifecycle management of Network infrastructure (SW & HW) within the contact center and will be defining Key KPIs & SLAs for network, hardware & related systems based on availability (Uptime / Downtime). The assistant manager will be responsible for ensuring all Network systems are operational, secure, and aligned with organisational needs, while optimising costs and improving efficiency. They will also provide training and share “know-how” to relevant support teams on Call center hardware, as well as managing key aspects of hardware related to periodic maintenance, contracts with external vendors. They will add value to customers’ experience through driving internal improvements on overall Call center systems.

Skills and Qualifications

How You Will Make An Impact

• Network & Hardware Understanding, Procurement and Inventory Management : Identify and procure network solutions (SW & HW) that meet the contact center's operational requirements.Manage inventory levels to ensure availability of critical hardware components.Negotiate contracts with vendors and suppliers to secure favourable terms and pricing.
• Lifecycle Management : Oversee the deployment, maintenance, and life cycle of network assets.Develop and implement network upgrade plans to keep systems current and efficient.Ensure compliance with company policies and industry standards for hardware usage.
• Performance Monitoring and Optimisation : Monitor network performance metrics to identify potential issues and optimise system efficiency.Collaborate with relevant teams to troubleshoot and resolve network-related problems.Conduct regular audits to assess the health and security of hardware infrastructure.
• Budget Management : Prepare and manage the network budget, ensuring cost-effective solutions without compromising quality.Analyse cost-benefit scenarios for network investments and upgrades.
• Vendor Management : Build and maintain strong relationships with network vendors and suppliers.Evaluate vendor performance and ensure adherence to service level agreements (SLAs).
• Compliance and Security : Ensure all network systems comply with data protection regulations and security standards.Implement best practices for data security and disaster recovery planning.

What You’ll Need

Why You’ll Love Working with Us