Technology Manager

Mô tả công việc

Job Title: Technology Manager Area of Interest: Coffee ServiceCity: LakelandState / Province: FloridaRequirements: Minimum Required:* Bachelor's degree or equivalent experience in a Call Center environment.* Three (3) years of technology related management experience.* Technical support experience and an understanding of computer/network/server support.* Proven expertise in customer service. * Understands user interface best practices to ensure seamless and efficient customer interaction.* Experience with service desk analytics, tools, and techniques.* Knowledge of telephone applications including: IVR, ACD, Quality monitoring, workforce mgmt., CRM.* Maintains expert knowledge of key products and service including Microsoft Operating Systems Office applications, network routing, anti-virus solutions and other key technology offerings. Job Description: The position partners with Customer Care Center Operations in evaluating, recommending and optimizing end to end calling processes by implementing the right technology solution in support of operational effectiveness. He/She leads, directs, and guides the technology solutions in troubleshooting various call center technology platforms while supporting day to day operations processes from a technology perspective. This position collaborates with corporate I.T. to ensure all systems effectively interface with each other for effective performance. The Technology Manager leverages new technology to identify improvements to enhance performance.* Engages with business leaders and clients to understand business needs and translates these needs into executable solutions.* Establishes strong relationships with key internal clients and other technology stakeholders and creates convergence by demonstrating credibility, empathy, and expertise on business and technical issues.* Identifies areas for improvement and makes constructive suggestions for change.* Maintains a positive relationship with technology suppliers.* Keeps abreast of new technology tools to ensure the Customer Care Center is able to meet customer demands.* Provide daily management of all center technologies including core (e.g., telephony), servicing (e.g., IVR, CRM), and management systems (e.g., Quality Monitoring, Workforce Management) systems.* Monitors technology performance and troubleshoots platform issues.* Interfaces with vendors, service providers, and internal staff.* Analyzes reporting, staffing, and scheduling procedures.* Liaise with call center operations management to deliver effective staffing and scheduling strategies.* Plans and manages the introduction of new technology and periodic upgrades.* Maintains system process and procedural documentation and insures compliance.* Performs systems and technical training.* Coordinates the Customer Care Center to ensure coordination of activities including testing of call routing and delivery, IVR testing, e-mail flow testing, chat testing, and SMS testing. * Develops test cases for IVR systems and evaluates all options to ensure systems function as required.* Conducts analysis on reasons for failures, asks probing questions of users, then evaluates all factors to determine actual cause of failure and implements solutions to fix the problem. * Collaborates with Training to update technology releases (i.e., new screens, etc.) and ensure it gets to the Customer Care Center floor in a timely manner. * Collaborates with Corporate I.T. to ensure effective interfaces of Call Center technology and corporate systems is achieved to maximize performance and eliminate downtime. * May assist Corporate I.T. in special projects to enhance overall systems performance.(added)* Perform other functions as assigned by management.