Assistant Manager, Call Center Network (Customer Service)

Samsung Gulf; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

Samsung Gulf Electronics is seeking a Call Center Assistant Manager to oversee network infrastructure and ensure operational efficiency. The ideal candidate will have extensive experience in network management, vendor relations, and technology optimization, contributing to enhanced customer support experiences. Enjoy competitive compensation and a creative work environment focused on innovation and collaboration.

Benefits

Competitive salary and performance-based incentives

Visa, Top-Tier medical insurance plan and life insurance

22 days of paid annual leave plus public holidays

Yearly air ticket allowance and monthly parking allowance

On-site Cafeteria with free coffee and fruits

Access to discounts on a wide range of Samsung products

1 Volunteering Day per year

Creative and inclusive company culture

Qualifications

• 5-7 years of experience in Network & hardware management or IT operations of a Call Center.
• Strong understanding of contact center technologies and hardware.
• Proven experience in vendor management and contract negotiation.

Responsibilities

• Manage the Call Center Network Infrastructure including procurement and maintenance.
• Monitor network performance and optimise system efficiency.
• Prepare and manage the network budget.

Skills

Leadership

Communication

Problem-Solving

Education

Bachelor's degree in Electronics, Information Technology, Computer Science

Job description

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.

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.

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

• Bachelor's degree in Electronics, Information Technology, Computer Science, or a related field.
• 5-7 years of experience in Network & hardware management or IT operations of a Call Center
• Strong understanding of contact center technologies and hardware infrastructure – Call Clouds, Agent UI Software, MPLS, VOIPs, Call Related Hardware, SIP Trunks, Gateways, Firewalls, Voice Related Codecs
• Proven experience in vendor management and contract negotiation.
• Excellent leadership, communication, and problem-solving skills.
• Familiarity with project management methodologies.

Why You’ll Love Working with Us

• Competitive salary and performance-based incentive plan for all levels
• Flexible working hours schedule
• Visa, Top-Tier medical insurance plan and life insurance
• 22 days of paid annual leave plus public holidays
• An additional day off for your birthday!
• Yearly air ticket allowance & monthly parking allowance (if applicable)
• Free Employee Social Clubs (Paddle, Korean & Arabic Language Clubs)
• Access to discounts on a wide range of Samsung products
• On-site Cafeteria with free coffee and fruits
• 1 Volunteering Day per year
• Employee Referral Program - We want great talents like you!
• 24/7 access to the Samsung Learning Platform
• A creative, collaborative, and inclusive company culture

Samsung Electronics is an equal opportunity employer and values diversity at our organization. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.