IT Systems Manager Voice Contact Center

The IT System Managers are responsible for the management of a process including related projects andresources as assigned and may be responsible for the supervision of professional technical and administrativesupport staff assigned to the process.

Based upon assignment managers administer programs and projects supporting assigned process withadministrative functions requiring differing levels of risk to the organization while providing for the across-the-board first level management necessary to execute the process programs and projects of the organizations.

Incumbents supervise staff including conducting performance evaluations coordinating training andimplementing hiring discipline and termination procedures.

Incumbents oversee day-to-day operational management of all activities and functions in support of therespective assigned multiple process/programs including developing implementing and evaluating operating policies procedures and standards; determining service levels and enhancements; developing and monitoringbudgets; providing technical advice and/or oversight to staff or other departments related to area ofassignment; evaluating information concerning needs; estimating and coordinating program/unit activities andassociated costs; and tactical project execution activities.

• Responsible for aligning Contact Center information technology planning with business strategy.
• Works with Contact Center business partners to understand business needs.
• Provides input to Contact Center business technology planning within their functional area.
• Manages the implementation of IT initiatives to support business strategy
• Provides high-quality services at optimal cost to customers.
• Develops and implements Contact Center technologies to improve the performance of a business process and increase profitability.
• Manages vendor relationships to maximize value to the business.
• Contributes to the development of standards and changes to systems/applications. Provides Contact Center technical and business expertise.
• Manages the development and delivery of training for internal IT users to ensure productive use of existing and new systems.
• Responsible for the support and alignment of established governance intake standards within the supported area.
• Remote eligible.

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Requirements:

Bachelors or equivalent professional experience required

3 years ofrelevant Contact Center technical andbusiness experience

1-3 years of business experience should includeassignments inone or morebusiness andtechnicalprocesses

1 year of InformationTechnology leadershipexperience

Experiencemanaging a large team