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Manager Call Center and Tech Support - onsite Elmhurst IL

Burroughs Inc

Elmhurst, IL | Full Time

$102k-131k (estimate)

2 Months Ago

Manager Call Center and Tech Support - onsite Elmhurst IL

Burroughs Inc Elmhurst, IL

$102k-131k (estimate)

Full Time 2 Months Ago

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Burroughs Inc is Hiring a Manager Call Center and Tech Support - onsite Elmhurst IL Near Elmhurst, IL

Job Summary:

Key member of the Sr. Director of Call Center and Technical Support’s staff and site leader for Burroughs Technology Enabled Service Center of Excellence (TESCOE) and Network Operations Center (NOC) teams located in Elmhurst, IL.The Manager of Call Center and Technical Support manages,trains,andevaluatesperformanceofcallcenter and technical support staff for 24x7x365 coverage.Leads remote support functions, processes and technology in the TESCOE to increase field technician speed-to-competency, build the centralized repository of knowledge and accelerate the dissemination of knowledge. The Manager establishesschedules,workproceduresandrecommends improvements to increase efficiency.Primary owner of the platforms used in the TESCOE and NOC – phone system (Talkdesk), service platform, workforce automation tool and other cloud-based tools like Help Lightning for technical support and lock access.

EssentialFunctions/KeyResponsibilities:

Provide consistent high quality & innovative solution leadership on OFS (Oracle Field Service) by managing the NOC Team and supporting the Field Service Managers to arrive at optimal solutions.
Analyze and understand goals, challenges & areas of opportunity to align OFS and other applications for building optimal functional & technical solutions based on Industry Best Practices.
Effectively utilize the Oracle Field Service platform with the selected phone solution and ticketing integration along with selected web technologies to deliver world class solutions
Prepare documentation detailing delivered solutions, integration & migration strategies, as required
Promote knowledge by sharing lessons learned, innovations or new skills with team members
Excellent problem solving, critical thinking and analytical skills with the ability to exercise mature judgment
Excellent customer facing & interpersonal skills with ability to build rapport with all stakeholders.
Responsiblefordirectingtheday-to-dayactivitiesoftheNOC and TESCOEanditsanalysts,ensuringperformance standards and service levels are met.
Scheduleswork,assistswithemployeeselection,reviewsemployeeperformance,administersworkrulesand recommends compensation.
Monitorsstaffandtheirresolutionofuserproblemstoensureoptimumuser-systemperformance.
Implementsthenecessaryadministrativeprocedurestomonitor,log,andtracktechnicalproblemsand/oruser difficulties.
Ensuresthattechnicalproblemsarepromptlyhandledwithaminimalamountofuserinconvenience.
Responsibleforproductivityandqualitymanagementtotheextentthatitfallswithinthejob'sspanofcontrol.
Recommendsequipmentupgrades,staffingadjustments,processmodificationsandmayrecommendproductor service modifications.
Thispositiontakespartoristheleadpersonintheevaluationofsoftware/hardwareusedbythe group.
Preparesreportsrelatedto KPI’s, departmentactivities,systemfunctionality,andstaffperformance.
Ability to travel to other Burroughs or customer facilities as required. 25% travel

Knowledge,SkillsandAbilities:

Ability to work independently and manage multiple task assignments.
Strongknowledgeofcurrencyautomationsystems(e.g.ATM,TCR,TCD, iSafes) a plus
Abilitytodesignanddeploycallcentertrainingprograms,callprocessingworkflowsandqualitystandards
Manages a shift or multi-department area
StrongknowledgeandproductivityinMicrosoftOfficeanddesktopproductivitytools
Problemsolvingandanalysisskills
Teamcentered/workwellwithco-workerstoresolveissuesand problems
CustomerServicefocus
Strongcommunicationskills(verbalandwritten)
Abilitytoworkindependently.
Strongleadership skills

PhysicalRequirementsandWorkingConditions:

Thisislargelyasedentaryrole,requiringuseoftypicalofficeandlabequipment suchasacomputers,remote systems, laptop and networking equipment.
Thisjoboperatesinaprofessionaloffice environment
The role is onsite in the Elmhurst IL office, hours TBD
May require on call afterhours support evening and/or weekends.

Educationand Experience:

5 yearsofjob-relatedtrainingandexperience,including2yearsofsupervisorexperience,orequivalent.
Technical or Business degreeorequivalent work experience preferred
Priorcustomerserviceorequivalentproblemsolvingexperiencerequired

Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, dutiesorresponsibilitiesthatarerequiredoftheemployeeforthisjob.Duties,responsibilitiesandactivitiesmaychange at any time with or without notice.