As the Contact Center Operations Manager, reporting to the Director of Innovation and Technology Solutions, your primary responsibilities will be to oversee and be responsible for the overall operation of the 3rd party Service Help Desk from staffing to metrics and financials for the associated Help Desk. These responsibilities include the execution of procedures to ensure appropriate levels of productivity are maintained, including tools and training, and to report to senior management all appropriate information regarding the status of the staff, workload, tools, and changes.
Key Responsibilities :
Required Technical Skills:
Required Soft Skills:
Required Education and Experience:
Requires a College Degree and/or Bachelor Degree and a minimum of 3 to 5 years previous experience in a Service Desk Leadership role and/or any equivalent combination of education and experience.