Operations Center Manager (Dispatch/Contact Center)

TITLE:

Operations Center Manager (Communications & Dispatch Center)

LOCATION:

St. Louis MO

RESPONSIBILITIES:

Manage the onsite 24x7 multi-shift Ascent Operations Center (AOC) team including all shift personnel Training Assistant and Leads

Oversee day to day operations escalations ticketing and communications with clients including assigning and managing the workload to employees

Manage customers expectations for support services by taking initiative and demonstrating self-discipline and management and ensuring the AOC meets required expectations as defined by Service Level Agreements

Act as the escalation point for clients while compiling supporting data and reporting back to client

Participate in internal and external meetings and calls with clients vendors and other department leaders

Guarantee AOC meets aggressive availability ticket and work order handling objectives

Serve as the Hiring Manager for all positions within the department participating in interviews and selection process

Develop and continuously improve the AOC training program with Training Leaders for new hires to adjust quickly to AOC environment

Provide coaching to Training Assistant and Shift Leads for ongoing training of AOC personnel

Create strategies for growth and ongoing maintenance of Operations Center while also completing regular meetings and annual personnel performance appraisals

Ensure compliance of the Maximo system and AOC processes

Ensure adequate coverage for AOC is always met so continuous monitoring of all services is maintained and service is restored as quickly as possible if a critical event occurs.

Assist in managing the call center software to ensure availability of representatives and distribution of call volume to the team

Support the day-to-day activities within the Ascent Operations Center

Communicate and hold the Operations Center accountable to new process changes operational procedures and workflows

Work with Site Operations department to update client escalation lists and Operations Center SharePoint as needed

Troubleshoot emergencies potential problems and issues and organize and manage resolution

Qualifications :

Bachelor Degree in Business IT or other relevant program preferred

5 years prior experience managing teams within operations or dispatching centers required

Must be comfortable working in a high stress fast paced environment while being able to continuously shift priorities

Understanding of infrastructure management concept and protocols

Candidate must possess strong communication skills the ability to lead coordination meetings and actively facilitate progress to achieve scheduled goals

Comfortable managing a large team of personnel setting expectations and discussing performance improvement and growth

Experience managing Service Level Agreements and holding a team accountable to key performance indicators

Candidate must have a disciplined approach to managing task assignments and employees. People skills good judgment and flexibility are critical to this position

Able to work cooperatively with internal administration groups departments and managers to achieve common goals

Able to communicate directly with customers and contractors to reach mutually acceptable terms and conditions

Proficiency / knowledge with Microsoft Office

Excellent leadership with high-energy hands-on management and coaching abilities. Leads by example in both reliability and performance.

Remedy or Maximo software experience a plus

Additional Information :

This position reports to the site Director Client Operations.

All interested candidates should visit and select the Why Ascent / Careers tab to apply for the position.

Ascent LLC offers a full benefits package including medical dental vision STD/LTD life insurance 401(k) PTO paid holidays casual work environment and more.

Ascent LLC is an Equal Opportunity Employer.  We are committed to harboring an inclusive and diverse work environment and welcome all qualified applicants regardless of race age gender sexual orientation gender identity religion disability national origin protected military or veteran status or any other status protected by the laws or regulations in the locations where we operate.  These terms apply to all stages of employment with our company.  Ascent LLC actively works to create an inclusive environment where all of our employees can thrive and we understand that having a wide range of experiences viewpoints and backgrounds help to make us both a stronger employer and a stronger business.

Remote Work :

No

Employment Type :

Full-time