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Description
Job Summary:Key member of the Sr. Director of Call Center and Technical Supports staff and site leader for Burroughs Technology Enabled Service Center of Excellence (TESCOE) and Network Operations Center (NOC) teams located in Elmhurst, IL. The Manager of Call Center and Technical Support manages, trains, and evaluates performance of Call Center and technical support staff for 24x7x365 coverage. Leads remote support functions, processes and technology in the TESCOE to increase field technician speed-to-competency, build the centralized repository of knowledge and accelerate the dissemination of knowledge. The Manager establishes schedules, work procedures and recommends improvements to increase efficiency. Primary owner of the platforms used in the TESCOE and NOC phone system (Talkdesk), service platform, workforce automation tool and other cloud-based tools like Help Lightning for technical support and lock access.
Essential Functions/Key Responsibilities:
- Provide consistent high quality & innovative solution leadership on OFS (Oracle Field Service) by managing the NOC Team and supporting the Field Service Managers to arrive at optimal solutions.
- Analyze and understand goals, challenges & areas of opportunity to align OFS and other applications for building optimal functional & technical solutions based on Industry Best Practices.
- Effectively utilize the Oracle Field Service platform with the selected phone solution and ticketing integration along with selected web technologies to deliver world class solutions
- Prepare documentation detailing delivered solutions, integration & migration strategies, as required
- Promote knowledge by sharing lessons learned, innovations or new skills with team members
- Excellent problem solving, critical thinking and analytical skills with the ability to exercise mature judgment
- Excellent customer facing & interpersonal skills with ability to build rapport with all stakeholders.
- Responsible for directing the day-to-day activities of the NOC and TESCOE and its analysts, ensuring performance standards and service levels are met.
- Schedules work, assists with employee selection, reviews employee performance, administers work rules and recommends compensation.
- Monitors staff and their resolution of user problems to ensure optimum user-system performance.
- Implements the necessary administrative procedures to monitor, log, and track technical problems and/or user difficulties.
- Ensures that technical problems are promptly handled with a minimal amount of user inconvenience.
- Responsible for productivity and quality management to the extent that it falls within the job's span of control.
- Recommends equipment upgrades, staffing adjustments, process modifications and may recommend product or service modifications.
- This position takes part or is the lead person in the evaluation of software/hardware used by the group.
- Prepares reports related to KPIs, department activities, system functionality, and staff performance.
- Ability to travel to other Burroughs or customer facilities as required. 25% travel
Knowledge, Skills and Abilities:
- Ability to work independently and manage multiple task assignments.
- Strong knowledge of currency automation systems (e.g. ATM, TCR, TCD, iSafes) a plus
- Ability to design and deploy Call Center training programs, call processing workflows and quality standards
- Manages a shift or multi-department area
- Strong knowledge and productivity in Microsoft Office and desktop productivity tools
- Problem solving and analysis skills
- Team centered/work well with co-workers to resolve issues and problems
- Customer Service focus
- Strong communication skills (verbal and written)
- Ability to work independently.
- Strong leadership skills
- This is largely a sedentary role, requiring use of typical office and lab equipment such as a computers, remote systems, laptop and networking equipment.
- This job operates in a professional office environment
- The role is onsite in the Elmhurst IL office, hours TBD
- May require on call afterhours support evening and/or weekends.
Education and Experience:
- 5+ years ofjob-relatedtraining and experience, including 2 years of supervisor experience, or equivalent.
- Technical or Business degree or equivalent work experience preferred
- Prior customer service or equivalent problem solving experience required
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
