The Manager ofInfrastructure will lead single and multi-site projects specifically related totechnology, multichannel capability, work-from-home, and improvement of customerexperience. The position will also be accountable for driving alignment on operational priority projects related to new systems, integrations and roll-out strategy. The Manager,Infrastructure will be expected to articulate the specific needs of each business to ensure requirements, timeliness and interdependencies are represented along with beingresponsiblefor on-time delivery of project milestones and successful integration of platforms.
Major Tasks, Responsibilities & Key Accountabilities:
25%-Assists business leadership to provide direction and strategic planning Services contact centers. Acts as a consultant to develop and implement changes that improve overall organizational and operational processes that create productivity and efficiency gains, simplifying the business.
25%-Assist primary leader in motivating and influencing stakeholders for collective decision making.
20%-Manages, drives and delivers core operational projects focusing on systems integrations/enhancements and/or process improvements. Subject matter expert on system and processes pertaining to the organization. Creates and maintains project deliverables through planning and schedules, meeting quality of output and budget parameters
10%-Communicates effectively at all levels and ensures actions and deliverables are completed in an excellent fashion.
10%-Provides guidance to business leadership to recommend best-in-class technology, processes and tools associated with benchmarking other companies. Maintains relationships and seeks out additional partners amongst industry and business leaders. Provides input and resources in driving major process improvement.
10%-Provides training specific to area of expertise. Assists in collaborating findings from data and making recommendations. Demonstrates proficiency of specific processes both orally and in written presentations.
Nature and Scope:
This position reports to Sr. Manager/Director
This position has 2-5 Direct Reports
Environmental Job Requirements: Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel: Typically requires overnight travel less than 10% of the time.Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must pass pre-employment test if applicable.
Additional Minimum Qualifications:
EducationRequired: The knowledge, skills and abilities typically acquired through the completion of a bachelor’s degree program or equivalent degree in a field of study related to the job.
Work Experience Required: 5 years
Minimum Age Override: 0
Certifications & Licenses: Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Additional Qualifications:
Call Center technical support and management experiencepreferred. IT project management (SDLC methodology) a plus Experience with CMS call data reporting and analytics. Experience with Call Center Quality Monitoring data reporting and analytics. Automated scheduling and forecasting for performance reporting 3+ years implementation and process management in SAP, CRM , Siebel platform, and SAP web client product suite. Micro Strategy or Business Objects automated report concept and planning. MS Office Suite (Advanced Excel; Intermediate Access, Word, Power Point and Visio).
Job ID: 110484