Manager, IT Call Center Solutions Job in New Braunfels 78132, Texas US
Summary: Responsible for developing, coaching, educating and managing a team of Call Center System Administrators and Architects to include:
• Cisco Enterprise Call Center, Cellular, Rightfax, Outbound Dialer, Phone System Voice Mail System for HQWAN
• Large Critical System Software Installation, Maintenance Upgrades
• Networking Gear
• Telecom Connectivity and Services
• Systems back-up and Recovery oversight
• Monitoring, alerting and reporting
• Incident and Capacity Management
• Vendor Management, Purchasing, Product Licensing
• PRls, POTS, and Internet Circuits
• Voice Gateways
• Historical Data collection and delivery to Business
• End User Support and Timely ticket Resolution on MACs and Issues
• End User Training
• Maintain Servers for all Supported Systems
• IVR Script Planning, Design Implementation for Calls from 5,000 TFNs
• Desktop software Support for Supported Systems
• Documentation on Supported Systems
• Other Related Technologies through time Essential Duties and Responsibilities:
• Leads projects from beginning to completion with desired results
• Maintains viable technical and operational environments to industry standards
• Produce appropriate designs, roadmaps and documentation to sustain a robust environment to support business operations with high degree of reliability (e.g. with minimum of 99.9% uptime).
• Interface effectively with other IT departments and business leadership
• Complete work in timely and self-managed manner
• Maintain a reasonable level of business knowledge
• Make accurate operational and technical decisions.
• Manage vendor relationships with a firm but fair mentality
• Business management, Budgeting, Risk Matrix, Application Cost Model, invoice processing, negotiating
• Professional development and evaluation of personnel
• Hands-on support as needed
• Maintain professional behavior at all times
Supervisory Responsibilities: Supervises direct reports. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include hiring, promotion, termination, scheduling and assigning work, measuring performance and pay determination.
Education and/or Experience: Bachelor's degree (B.A.) or equivalent; and three to five year’s job-related experience and/or training; or equivalent combination of education and experience. A minimum of 2 years management experience in a related field.
Qualifications:
• Experience analyzing and troubleshooting systems
• Understanding of Windows, Active Directory, Networking and security practices
• Working knowledge of backup and restore procedures
• Experience in understanding impact of change and system interdependencies
• Strong organizational skills
• Detail oriented
• Reliable and trustworthy
Certificates, Licenses, Registrations: PMP and Training or on-the-job management in Reporting Services and Business Analysis Work preferred
Other Knowledge, Skills and Abilities:
• Read and comprehend simple correspondence; read and interpret less straightforward material such as activity reports, procedure manuals, and non-standard letters
• Read, analyze, and interpret highly specialized technical, professional or legal papers
• Write simple correspondence as well as more complex material such as progress reports, detailed forms, procedures and non-standard letters and memos
• Effectively present information and respond to questions from groups of supervisors, customers and the general public. Communicate to technical concepts and thought to management.
• Define problems collects data, establish facts, and draw valid conclusions.
• Interpret an extensive variety of technical instructions and deal with several abstract and concrete variables Perform moderately complex mathematical equations as applicable.
• Use spreadsheet, database, word processing or financial software to enter, edit or retrieve data In return for your experience,
The SCOOTER Store offers a competitive salary and a generous benefits package. The SCOOTER Store World Headquarters, Distribution Centers, and Stores are tobacco-free facilities. The SCOOTER Store is an Equal Opportunity Employer
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