Call Center Sr. IT Manager

Department: Call Center

Employment Type: Full Time

Location: Milan 4905

Reporting To: Deana Carstens

Compensation: $85,000 - $100,000 / year

Description

The Call Center Senior IT Manager is responsible for leading and optimizing all aspects of technical support operations across Group O call center locations, including remote and at-home agents. This role drives the successful onboarding of new programs, clients, and technologies while ensuring seamless system integration and performance. As a key leader, you will oversee daily activities of Call Center IT Technicians, proactively assess and recommend equipment and technology solutions, and deliver continuous improvements that enhance both agent and customer experience. You will collaborate closely with Corporate IT, vendors, and cross-functional teams to resolve complex technical issues, maintain system reliability, and ensure secure access management. Additionally, you’ll play a hands-on role in troubleshooting telephony, ACD, WFM, and desktop environments; maintaining IVR systems, automation, and Citrix platforms; and managing vendor relationships and service delivery. Staying ahead of industry trends, you will bring innovative ideas and best practices to strengthen operations, ensuring the call center runs efficiently, remains scalable, and consistently meets business and client expectations.

Key Responsibilities

Essential Functions

• Responsible for overseeing all call center IT support for all Group O call center locations as well as at-home agents
• Manage onboarding of all system related tasks for new programs and clients
• Manage onboarding of all new technology
• Manage day-to-day activities of CC IT Techs
• Assess and recommend the need for all call center computer equipment
• Research and recommend new call center technologies
• Coordinate 3rd party access permissions to accounts
• Coordinate with corporate IT for resolutions for any issues
• Coordinate and manage system vendor relationships
  
  

Secondary Functions

• Troubleshoot any problems with PC’s and phones that may arise
• Trouble shoot WFM system
• Trouble shoot ACD systems
• Develop and maintain all program services for the call center
• Develop and maintain the correct IVR’s for all services
• Develop and maintain system automation integration
• Update Citrix/Client Servers for CC agent access
• Relate problems via trouble tickets with vendor services and ensure that the problems are resolved in a timely manner
• Attend conferences
  
  

Education/Certifications

Job Qualifications

• Associate’s degree
  
  

Experience

• Technical trouble shooting
• Managing people
• 2-4 years’ experience
  
  

Skills And Qualifications

• Strong problem-solving skills
• Strong verbal and communication skills
  
  

Preferred Skills And Qualifications

• Data entry computer experience
• Some computer networking knowledge
• MS Office experience
• Telecommunications experience
• Call Center experience
• Initiative and drive
• Excellent written, verbal and interpersonal communications skills
• Ability to work well independently and as part of a team
• Ability to Multitask and prioritize in a dynamic environment
• Strong troubleshooting and analytical skills
• Detail oriented
• Sound judgment
  
  

Physical Requirements: N/A

Benefits

• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• 401(k) Plan with Company Match
• Generous Paid Time Off
• 10.5 Paid Holidays
• Career Development Opportunities