- 60%: Project oversight and guidance to large-scale, complex solutions often involving multiple internal and external team members. Ensures end results are of the highest quality with a clearly articulated scope and quantifiable business benefit and ensure commitments are achieved within agreed on time, cost, and scope.Provide thought leadership and project coordination through assignments of work to appropriate team members based on skill and ability. Manage a team of technical resources. Optimize team with a blend of internal FTEs and external consultants to ensure projects are adequately staffed. Ensure knowledge transfer and training for the team. Responsible for ensuring the team delivers on projects with clear expectations for both business stakeholders and technical team members. Partner with various IT teams and the business to ensure that the Contact Center Engineering team is providing solutions that enable or enhance end user capabilities. This includes researching new technologies (hardware / software / SaaS), ensuring those technologies meet the needs, is supportable, and develop a implementation/lifecycle plan.
- 30%: Establish measurable individual and team goals, with direct reports, that align with organizational and personal growth goals. Evaluation of work performance and provide constant feedback on performance based on job description and goals, both individual and team. This includes quarterly meetings for documented goal review and annual performance assessments.
- 10%: Develops, manages and optimizes the project budget, forecasts and expenditures related to Contact Center Services. Provides related tactical and long-range financial planning and analysis and ensures team adheres to time and metric's tracking.
- Minimum of 4-6 years proven experience managing a team of technical professionals
- Minimum of 8-10 years experience in Contact Center / Telecom roles or related technologies
- Technical knowledge of communication services to include: SIP, H.323, Trunking, ISP Services, Telecom Systems, Contact Center Channel Solutions, and Contact Center Integrations
- Demonstrate ability for planning and executing large scale, highly complex initiatives utilizing a highly skilled team of contributors
- Experience managing 3rd party contractors and SOW supplier engagements
- Excel in collaboration, leadership, and building strong, effective teams
- Strong verbal & written communication skills; able to relay technical concepts to a business audience.
- Consistently looking to drive for results
- Proven experience delegating and managing project tasks across organizational boundaries.
- Strong project management experience with the ability to define clear expectations that meet tight deadlines and budgets.
- Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned.
- Results-oriented individual with strong problem-solving, influencing, consensus building and negotiating skills.
- Excellent listening, questioning, and customer service skills.
- Results-oriented individual with strong problem-solving, influencing, consensus building and negotiating skills.
- Ability to maintain composure, tact and effectiveness under stressful conditions.
- Ability to organize information, efficiently manage time, and balance multiple priorities.
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Service Center Operator
1 week ago
Ryerson Holding Corporation Columbus, United StatesRyerson has an opportunity for a Service Center Operator position. As an Operator you are responsible for setting up the machine, part processing and part inspection. The future will be made from metal. At Ryerson, you have the opportunity to grow in Operator, 2nd Shift, Shift, S ...
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Service Center Operator
1 week ago
Ryerson Inc Columbus, United StatesRyerson has an opportunity for a Service Center Operator position. As an Operator you are responsible for setting up the machine, part processing and part inspection. · The future will be made from metal. At Ryerson, you have the opportunity to grow in your career, work with team ...
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Service Center Associate
2 weeks ago
Sedgwick Ohio, United States Full timeTaking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It's an opportuni ...
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Service Center Associate
3 weeks ago
Sedgwick Ohio, United States Full timeTaking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It's an opportuni ...
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Customer Service Center
5 days ago
Titan Technologies Plumwood, United StatesFor over 140 years, our members, customers, and more than 100 employees have known that they can always rely on us. As a progressive, independent, and regional bank, we offer our customers the complete range of financial services, strengthened by our partner network, and provide ...
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IT Manager, Contact Center Services
3 weeks ago
NetJets & EJM Columbus, United StatesPurpose of Position · The Manager, Contact Center Services is responsible for leading a team of Supervisors, Engineers, and technicians to ensure high quality project implementation, administration, documentation, and maintenance of the Contact Center and Telephony Platforms at ...
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Data Center Service Technician
1 week ago
Apex Systems Franklin, United States ContractJob#: · Job Description: · Our great client in Franklin, WI has an immediate long term contract opening for a Data Center Service Technician. If you are interested please apply with resume to · pay rate: 24-27/hr · This position is 100% onsite (M-F) at the Franklin office. · ...
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Assistant Service Center Manager
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Valvoline Instant Oil Change Franklin, United StatesGeared for the Driven · At Ivy Lane Corp, a franchisee of Valvoline Instant Oil ChangeSM (VIOC), it all starts with our people. We demonstrate that belief every day by living a safety culture that protects our team members and guests. Our drive-thru oil change experience lets yo ...
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Customer Service Call Center
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Russell Tobin Columbus, United StatesJob Description · Job DescriptionLarge company within the Financial Industry is seeking someone with Call Center experience · Rate/Salary: $19/h - $20/h · Bachelor's or Associate's degree required · Minimum 3 years of experience in a Customer Service Call Center environment requi ...
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Call Center Customer Service
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AppleOne Franklin, United StatesJob Description · Job DescriptionThis Call Center Customer Service Position Features: · • Easy commute from Antioch, Columbia, Franklin, Springhill TN · • Benefits at 60 days · • Possibility to work from home after 3-4 months · • Temporary to hire · MUST BE LOCAL to Franklin, Spr ...
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Phlebotomist Floater Patient Service Centers
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Labcorp Columbus, United States Full timeAt LabCorp we have a passion in helping people live happy and healthy lives. Every day we provide vital information that helps our clients and patients understand their health. If you are passionate about helping people and have a drive for service, then LabCorp could be a great ...
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Towne Park Columbus, United StatesAt Towne Park, its more than a job, you can make an impact. A career with us is rewarding in more ways than one. As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you Cashier, Medical, Parking, Hosp ...
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Towne Park Columbus, United StatesTowne Park - REQ [Retail Cashier / Team Member] As a Cashier at Towne Park, you'll: Accurately collect and reconcile revenue while maintaining a high level of customer service; Handle a high volume, fast paced work environment; Demonstrate excellent communication and people skill ...
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Option Care Enterprises, Inc. Columbus, United StatesHiring Range From $17 The Customer Service Representative (CSR) role provides 24 hour a day support to many of our pharmacy and ambulatory infusion suite locations across the country. The CSR triages urgent clinical calls from patients, caregivers an Customer Service, Call Center ...
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CAI Columbus, United StatesCAI seeks Mechanical Commissioning Engineers with a minimum of five to seven' experience in Data Center Commissioning · to support development and execution of · all mechanical aspects of commissioning projects. · Position Description: · This position supports development and e ...
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CAI Columbus, United StatesCAI seeks Mechanical Commissioning Engineers, Minimum two years' experience in Data Center Commissioning to support development and execution of all mechanical aspects of commissioning projects.Position Description:This position supports development and execution of all mechanica ...
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CAI Columbus, United StatesCAI seeks Mechanical Commissioning Engineers with a minimum of five to seven' experience in Data Center Commissioning to support development and execution of all mechanical aspects of commissioning projects.Position Description:This position supports development and execution of ...
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CAI Columbus, United StatesCAI seeks Mechanical Commissioning Engineers with a minimum of five to seven' experience in Data Center Commissioning to support development and execution of all mechanical aspects of commissioning projects. · Position Description: · This position supports development and execu ...
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CAI Columbus, United StatesCAI seeks Mechanical Commissioning Engineers, Minimum two years' experience in Data Center Commissioning to support development and execution of all mechanical aspects of commissioning projects. · Position Description: · This position supports development and execution of all m ...
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Director - Business Systems - Contact Center
1 week ago
MCKESSON Columbus, United States Full timeAbout The Team · CoverMyMeds is seeking an experienced leader to join our organization as the Director of Business Systems supporting our high-volume contact center. Together with our various business units, the work our team does ultimately helps get more people the medicine the ...
IT Manager, Contact Center Services - Columbus, United States - NetJets
Description
Purpose of PositionThe Manager, Contact Center Services is responsible for leading a team of Supervisors, Engineers, and technicians to ensure high quality project implementation, administration, documentation, and maintenance of the Contact Center and Telephony Platforms at NetJets. The Manager, Contact Center Services, is responsible for end to end delivery of hardware/software lifecycle, maintenance, stability, and services support. This includes the overall health of the contact center and telephony services in the NetJets environment to include ISP/telecom services, vendor supplier professional services, and internal team project and support functions. Additionally, this role should drive continuous innovation and facilitate conversations with architects to design and implement best in class technology solutions. This role also oversees Executive Support for communication needs.This position must be active in partnering with architecture for researching and proposing industry best practices with respect to stability and security of our environment. This includes working with peers and leadership to drive decisions. They will also a key partner with the Cyber Security team to ensure the Contact Center Engineering team and End User Technology teams are following Cyber Security policies and direction as well as ensuring the Cyber Security team is aware of progress of work and identified risks. This includes implementing plans of action to mitigate discovered risks and use automation where appropriate. This management role is also responsible for preparing activity and progress reports regarding the activities of the platforms and processes they support. As a people manager, the Manager, Contact Center Services reviews and evaluates work and prepares performance reports, confers with, and advises team members on administrative policies and procedures, technical problems, priorities, methods, and plays a significant role in maturing information technology best practices.
Tasks and Responsibilities
IT Manager, Contact Center Services professionals in Columbus
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Aya Salman
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