What are the responsibilities and job description for the Call Center Manager position at TecTammina?
Company Description
Tech Tammina LLC
Job Description
3 years call center support
1 years NICE call recording applications support
1 years supporting dialer applications support
1 years telephony support
Working knowledge of Workforce Management application
1 years SQL/Oracle database support
Demonstrated experience in a production/support environment with functional experience in change and incident management
Proven experience administering Windows and UNIX based operating systems
Basic knowledge of networking technology
Demonstrated superior written and verbal skills, along with the ability to effectively interact with all levels of the organization including both internal and external customers
Ability to work collaboratively in a team environment and operate effectively in stressful situations
Proven ability to take the lead in learning tools and processes and promotes effective use of technology to solve business problems; provides mentorship to peers in the same
Proven experience developing proactive processes designed to alert/eliminate issues before they escalate in priority or business impact
Qualifications
Application support for Telephony (ECCS applications)
Interface directly with the clients and vendors to troubleshoot issues.
Acknowledge, troubleshoot, resolve, escalate and determine root cause for Service Center tickets within SLA
Change releases (ITSM)- Perform documented plans for system changes, upgrades, installations and outages and follow all change management guidelines
Monitor/Develop proactive processes designed to alert/eliminate issues before they escalate in priority or business impact
Complete end-user access requests and other work requests according to service level guidelines
Identify areas where efficiencies can be gained using proactive approach through collection and analysis of metrics
Additional Information
Share the Profiles to mahesh(@)techtammina(dot)com
Contact: 703-349-1004
Job Type: Contract to Hire
Eligibility: EAD Green Card/Green Card/US Citizens
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