Manager, CTSC Enterprise Job in Los Angeles, California Us

Manager, CTSC Enterprise

GENERAL PURPOSE  

The CTSC Enterprise Manager is responsible for the development, coordination and delivery of performance report information to the CTSC Management Team from multiple sources while also managing the Enterprise team in ticket assignment and ACD support functions.

 

 

SUPERVISION RECEIVED: Works under the supervision of the CTSC Sr. Director

 

SUPERVISION EXERCISED: Manages the Enterprise Team and ACD Administrator

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

Develops, writes, and coordinates any necessary documentation, working with CTSC Managers, for specific details and information.  Process documentation should include complete, clear, concise and easy to understand information.

 

·         Works with CTSC Management to recognize, analyze, and identify trends that impact the service levels.

 

·         Partner with other managers to identify process gaps and develop strategies to rectify.

 

·         Provide attendance and scheduling reports to the management team as well as recommended disciplinary actions for policy offenders.

 

·         Provide detailed reports and feedback to Managers and Senior Management for ACD statistics by technician, by center, and by group as needed. 

 

·         Works with ShoreTel ACD Vendor on all aspects of the system, including any upgrades and purchasing of additional equipment.

 

 

 

·         Provides management and supervisor level support to the Enterprise team.

 

·         Provide various charts and presentations using Microsoft Excel, PowerPoint, MS Word, and Outlook.

 

·         Responsible for creating the technicians schedules and documenting shift changes while collaborating with CTSC Managers.  Implementing overtime schedule at the direction of the Senior Management Team.

 

·         Additional duties as they are assigned.

 

 

PERIPHERAL DUTIES

·         Provide support to internal customers to understand the various processes used by the CTSC.

                

Experience and Skills:

DESIRED MINIMUM QUALIFICATIONS

Education and Experience:        

·         3 plus years of experience managing a call center is required.

·         Bachelor Degree or the equivalent in call center experience is also required.

 

            

NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES

·         Excellent written and verbal communication skills

·         Good organization and prioritization skills

·         Excel Word system knowledge

·         Basic computer knowledge

 

 

SPECIAL REQUIREMENTS

·         Must be willing to travel by plane to and from TelePacific locations.  At this time CTSC locations include Los Angeles; Stockton; all Las Vegas, NV offices. Los Angeles Corporate is the home office

 

TOOLS AND EQUIPMENT USED

·         Personal computer, including word-processing, database and spreadsheet programs; calculator, telephone, copy and fax machine.

 

PHYSICAL DEMANDS

·         The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·         While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.

·         The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus 

 

 

WORK ENVIRONMENT

·         The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·         The noise level in the work environment is usually moderately loud        

Keywords: Technical Support, Shoretel, ACD, Telecom, Repair, Call Center