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    Service Centre Manager - West Columbia, United States - Communication Technology Services, LLC

    Communication Technology Services, LLC
    Communication Technology Services, LLC West Columbia, United States

    3 weeks ago

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    Description
    Reporting to the Head, ttconnect, the Service Centre (SC) Manager is

    responsiblefor overseeing the

    effective

    operations of

    all assignedttconnect Service Centres and in the delivery of this, co-creates value withMinistries, Divisions and Agencies and the public. The Service Centre is one ofthe several client touchpoints of ttconnect.

    The Service Centre Managerprovides first line supervision to all assigned Client Service Specialists(CSSs) and provides ownership, leadership and operational excellence to ensurethat all Service Centre (SC) operations and customer interactions are deliveredaccording to policy and service excellence.

    The SCs operations will be the primary focus of the ttconnect ServiceCentre Manager, but the role includes providing assistance to other ttconnecttouchpoints / channels to ensure that operational excellence is delivered atall times.

    The role requires significant collaboration with the ttconnectChannel Specialists and Account Managers within the Consulting Unit for the identification,development and acquisition of new services to be offered within ttconnect.

    Given the

    front-facing

    nature


    of thettconnect unit, the SC Manager is required to ensure that all assigned ServiceCentres are ready for and provide services as advertised within its operationaldays and timelines.

    Currently, all ttconnect touchpoints includes the ServiceCentres, ttconnect website, Express buses, Kiosks, and the Virtual Contact Centre whichincludes (ttGovChat, email addresses, ChatBots, tickets and the toll-free lineof 800-TTCN
    Key and Critical Responsibilities

    Takes ownership to formulate and then implement plans for the effective day-to-day functioning of all assigned Service Centres (SCs)


    This involves the following:
    oDeveloping and assigning work schedules;

    oReviewing and monitoring work and ensuring quality assurance within the SCs operations;
    oProblem solving;
    oAppraising CSSs performance and provide coaching as required;
    oProviding guidance and support;
    oInitiating disciplinary action (when and if necessary in consultation with the Head, ttconnect and Head, Human Resources);
    oLeave Management within assigned Service Centres ; and
    oIdentifying and recommending training.
    Ensures the maintenance/upkeep of office fixtures, furnishings and equipment by engaging with relevant personnel. (iGovTTs Units, Landlords, Equipment Maintenance Suppliers, etc.).
    Maintains proper filing of SCs information
    Manages effectively the assigned inventory initiates the procurement of needed resources and liaises with the Procurement Unit to ensure inventory levels are maintained at the Economic Order Quantity;

    Participates in the drafting of policies, processes and procedures for the effective functioning of ttconnect Service Centre(s) / Express Buses.

    Develops and submits periodic status reports outlining significant achievements/ problems and proposes recommendations to mitigate against risks. These reports must cover the operational issues and challenges encountered from within the assigned SCs.
    Provides timely and accurate daily, weekly and monthly reports as scheduled.
    Staff Supervision

    Provides orientation and on-the-job training to new and existing staff in the best practices of customer service delivery.
    Provides guidance, direction and leadership to assigned CSSs to achieve set Unit KPIs, SLAs for all participating Ministries, Divisions and Agencies and internal Organizational Level Agreements (OLAs)
    Provides guidance /advice to Client Service Specialists as required to ensure consistent delivery of quality output.
    Conducts Service Centre staff meetings.
    Business Development
    Provides the necessary support to the Head, ttconnect, towards the acquisition of new services


    This support will include:
    oThe identification, development and acquisition of new services to be facilitated within ttconnect

    oMonitor client trends and make recommendations on service improvements and new additions to the suite of services.

    oDevelopment of a profile on the identified services for potential acquisition, i.e., which Ministry, agency, current process; how can there be benefits under ttconnect.

    oDeveloping draft Memorandum of Understanding (MOU) and Service Level Agreements (SLA) for the newly identified services
    Collaborates with the Business Development Unit to engage external stakeholders to maintain and create long-term business opportunities. Stakeholders include Ministries, Government Agencies and State Entities.
    Ensures vendor relationship management is conducted in a professional and effective manner.
    Processes executive requests for information and/or services and provide direct assistance, as required.
    Service Quality


    Ensures all service interactions within assigned Service Centre/Express Unit and other assigned ttconnect channels function in compliance with the approved policy, standard operating procedures and deliver services according to MOUs and SLAs with client organizations e.g.

    Ministries, Divisions and Agencies and ensures that actions achieves continuous improvement and the co-creation of value for all stakeholders.
    Recommends service enhancement strategies to the Channel Specialists where applicable.
    Monitors and evaluates operational effectiveness and client service practices at assigned ttconnect channels to ensure consistent quality outcomes.
    Processes client requests for information and/ or services and provides directs assistance, as required.
    Conducts follow-up enquires and ensures the provision of timely feedback to clients.
    Investigates queries/complaints from clients and resolves conflict situations that may arise
    Works with Head, ttconnect, to resolve problems, facilitate solutions and enhance client service delivery
    Performs other related duties that may be required to ensure the effective operationalization of the ttconnect Unit.
    Key Competency

    Knowledge and Experience
    A minimum of 3-5 yearsexperience in office/branch management in a service related industry
    Strong knowledge of services offered by the Government of the Republic of Trinidad and Tobago
    At least 2 years progressive experience in a supervisory role
    Experience in leading a team
    Possesses excellent interpersonal, communication and problem solving skills.
    Experience in resolving customer complaints
    Must be able to perform multiple tasks efficiently and simultaneously.
    Must demonstrate excellent organizational and time management skills.
    Knowledge and experience in setting performance objectives
    Knowledge of the principles and practices of supervisory management
    Basic knowledge of practices for managing projects, especially in a service environment.
    Knowledge of and experience working with Microsoft Suite including MS Visio and MS Project
    Good interpersonal skills, exhibit, tact, demonstrate ability to appreciate and manage staff issues with sensitivity
    Excellent communications (verbal and written) skills is crucial
    Proven track record in customer service, effective marketing strategies and employee management
    Bachelors Degree in Business Management/Administration or any other related discipline
    Certification in Supervisory Management would be an asset

    Must be proficient in Microsoft Office including MS Word, MS Excel, MS PowerPoint and a working knowledge of Service Desk, CRM or other relevant databases as needed for service delivery.

    Working knowledge of Microsoft Project will be an asset .

    #J-18808-Ljbffr
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