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Call Center - Technical Services Director
Code: CC-TS-Dir |
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| Job Description: |
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| The Call Center Technical Services Director requires the highest level of experience with call center technologies, implementations, department management, and effective communication with both senior level and operational management. This position will report directly to the Call Center Vice President and will serve as a member of the executive team. |
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| Job Responsibilities: |
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Provide tactical planning, evaluation and coordination of the information and technology systems |
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Facilitate communication between staff, management, vendors, and other technology resources within the organization |
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Monitor and ensure adherence to enterprise technology standards and best practices |
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Manage IT Implementations group - responsible for IT project initiatives |
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Collaborate with the operations department to create solutions for prospects and clients and work with the training and development department to coordinate and implement solutions |
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Create and administer divisional capital budget and expenditures. Create purchase requisitions and supporting ROIs |
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Direct and develop the department management and staff |
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Assess and document risk management for each client and all technologies |
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| Job Requirements: |
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Bachelor’s degree preferably in Computer Science, Information Systems, or any technology-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 8 years of management experience with a minimum of 5 years in successfully managing the technical services department of a large-scale call center |
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Proven work experience with telecommunications (including call center design, interactive voice response system and computer telephony integration) help desk, infrastructure design, data management, system management, and applications. |
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Proven ability of strategic planning and execution of technical services |
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Proven ability to work independently and oversee all aspects of technical services |
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Proven ability to apply technology to improve the timeliness, accuracy, quality and cost effectiveness of information and services |
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Proven ability to create and effectively use performance measurements to quantify and benchmark IT productivity, effectiveness, and customer service levels |
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Proven ability to effectively direct and develop the management team of the technical services department |
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Possess strong leadership, project management and problem analysis skills |
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Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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