Identifying system enhancement in Contact Center which support Card/PIL/Banking/Outbound products, managing Contact Center projects related to system & infrastructure, coordinating system upgrade/conversion from Contact Center perspectives, simulation and implementation of Contact Center projects which includes coordinating business requirements, coordinating UAT, providing reports on project progress/results and following up error logs post implementation.Manage Contact Center infrastructure. Duties and responsibilities include ensuring infrastructure readiness and availability to cope with business grow and KPI. Liaise with the relevant units to ensure the infrastructure is sufficient to run daily operation and manage Contact Center infrastructure as per yearly AOP. Effectively manage infrastructure in Contact Center department which includes coordinating software/hardware set ups, workstation arrangements and managing software/hardware trouble shooting.Providing support in the development of new service channel to support business strategy/plan and responsible for expansion plan to accommodate the business needsList of project involved :- Creating many Office based applications to support Contact Center for serving customers needs.- Creating web page for use as internal communication to Contact Center with latest news and program (named as Source of Knowledge)- Inhouse Outbound- CCAS implementation for Credit Cards Contact Center- Telephone system migration- HSBC Credit Card system migrationApplication developed :- Call Monitoring System- Supplementary Tracking- Multi Purpose Tracking System- Tracking for Mitigation- and more other tracking

Installation, maintenance, troubleshooting and user trainer for Avaya and Verint product.

Design for newspaper face layout. Decide face of the newspaper. Responsible for all final output of design. Maintaining office computers, servers, and network.