Manager for Enterprise Data Center / Help Desk Job in Pensacola, Florida US

Manager for Enterprise Data Center / Help Desk

Essential Job Functions

Supervises the quality assurance process and related training of staff members to ensure quality customer service.
Assigns work and addresses performance issues within prescribed guidelines.
Provides guidance to staff in resolution of difficult questions to ensure accurate technical support information.
Addresses customer dissatisfaction and analyzes causes to define corrective action strategy.
Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.
Monitors the flow of work to ensure that customer service levels meet established service level agreements.
Monitors call center operation through call center platform to ensure maximum functionality to adjust where necessary.
Assist with testing and development of call center technology.

Qualifications

Basic Qualifications

High school diploma or G.E.D.
Vocational training in business administration or related field preferred
Four or more years of customer service experience
One or more years of supervisory experience included
Experience working with company products and operating systems and customer service agreements
Experience working with the company escalation policy

Other Qualifications

Good human relations skills to select, develop, mentor, discipline and reward employees
Good interpersonal skills for interacting with team members and clients
Good organization skills and time management skills to balance and prioritize work
Good analytical and problem solving skills
Good communication skills
Ability to work in a team environment

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