Summary We are seeking a personable, highly skilled, and extremely motivated Operations Manager to join our Technical Support Team. We offer competitive salaries and excellent benefits in a technologically stimulating environment. The primary job function involves extensively reviewing and auditing technical support team processes and procedures and providing high-level process improvement plans to be reviewed with the Technical Support Leadership team. Additionally, creating measurements on the approved process improvement plans and measuring their success.
Job Duties Operations Manager (TSR) will report directly to the Senior Director for Online Assessment in the US. Responsible for the development and update of Online Assessment and Technical Support processes, standards, and systems to ensure best practices are maintained. Responsible for ensuring a high quality of service is maintained by the Technical Support Team. Ensure operating guidelines and objectives are met, and that expenditures remain within the allocated budget. Ensure knowledge, process, and updates are provided to the contractor. Coordinate and track projects as assigned and directed by the Senior Director for Online Assessment to ensure the team meets project timelines. Monitor NICE queues to ensure sufficient Technical Support agents' phone and live chat coverage. Responsible for creating a training plan and specifics for new staff. Responsible for the creation and maintenance of Technical Support Team documentation and Zendesk articles. Develop and improve policies and procedures for the Technical Support team. Ensure staff compliance with PSI's policies and procedures. Mentor, develop, and motivate staff and leaders. Ongoing evaluation of direct staff for required skills and experience. Qualifications Minimum five (5) years of experience in a technical support team management role. Familiarity with call center reporting and statistics. Familiarity with QA processes and procedures. Associate degree or equivalent experience in Information Technology and Technology Management. Ability to communicate effectively with staff, leaders, and clients. Ability to construct correspondence that is professional, concise, and grammatically correct. Consistent team player with a positive attitude. Ability to multitask and stay well organized in a fast-paced environment. Ability to take ownership and leadership to ensure successful project implementation. Excellent interpersonal, organizational, and time management skills. Strong leadership skills with a willingness to learn. Demonstrate fundamental analytic and problem resolution skills. Strong conflict management, teambuilding, and motivational skills. Ability to handle difficult conversations in a professional manner.
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