Manager, Call Center Systems: to 90K Columbus Ohio - (US-OH-Columbus - 43299)

Compensation: $85K - $90K / Year
Minimum Education: None
Job Type: Full Time
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Purpose:
The Manager, Call Center Systems applies a comprehensive working knowledge of Call Center concepts, practices and procedures. This key position requires in-depth experience in monitoring ACD and CMS statistics and productivity measures around calls and orders. This position is responsible for overseeing the production of statistical reports on production of calls and orders; forecasting staffing using models for providing adequate coverage for daily, monthly and seasonal workloads; tracking call Key Performance Indicators and producing monthly dashboard reporting packages. This position is also responsible for talent management and monitoring employee performance standards in the Customer Service Order Management Operations Department.

Responsibilities:
-Manage a team of Call Center Systems Analysts and Administrative Coordinators across several sites around the U.S.
-Lead and direct the work effort of direct reports
-Oversee the production of statistical reports on production of calls and orders
-Ensure key Performance Indicators are tracked and trends are reported on monthly dashboard reporting packages
-Partner with Customer Service Leadership team to update staffing coverage
-Review statistical data and call forecasting data to identify the need for overtime coverage - Champion new technology improvements and system enhancements to meet business objectives
-Evaluate current reporting tools and performance measurements and make continuous improvements as needed

Requirements:
* Advanced knowledge of Avaya
* Bachelor Degree required
* Demonstrated Call Center Management preferred
* 7+ years of Call Management Systems experience
* Intermediate knowledge of Kronos
* Advanced knowledge of Microsoft Software including Excel, Word, PowerPoint and Access
* Successful CRM implementation experience
* Quality Assurance experience with NICE or Witness including development of metrics and calibration
* Demonstrated Project management skills
* Accomplished written and presentation skills
* Proven performance management, coaching and counseling skills
* Demonstrates excellent interpersonal skills and instills a teamwork philosophy
NOTES: Prefer local: Columbus Ohio candidates as no relocation assistance is available, No H1 Sponsorship

About our client company:
• Top 2 Global company in their industry !
• A great place to work !
• Excellent benefit package !
• Very high visibility position was some serious upward mobility !

If interested, please email your resume as a WORD attachment, ATTN: Paul Sacca, Net-Tel Search to: jobs@net-telsearch.com Please put the JOB TITLE in the subject line. Thank You.