Manager, Call Ctr Tech Infrastructure

The Manager Call Center Technology Infrastructure oversees a large environment responsible for over 300 million customer calls and billions of dollars in annual financial transactions. This position leads a team of individual contributors tasked with daily operational support of the environment, and partners with Call Center Infrastructure Design and Business teams to execute on the larger customer service strategy at our company.

The Manager Call Center Technology Infrastructure role is responsible for the following:

The successful candidate must demonstrate strong leadership experience in a highly technical and complex environment.

Strong interpersonal skills and a proven relationship building ability are required to ensure that the large ecosystem of internal business partners, IT teams, and vendors are aligned for peak performance.

A strong understanding of SDLC and ITIL is required to operate effectively in our fast-paced environment with a need to respond quickly to rapidly changing business requirements.

The successful candidate must be able to demonstrate broad experience in managing highly technical teams, a thorough understanding of Call Center and call routing best practices, and expertise in directing and communicating with teams in effective recovery practices during outages.

The successful candidate must be able to develop a clear understanding of priorities and objectives that impact changes to the Production environment while ensuring high system availability and performance.

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• Experience and comfort in public speaking to a broad audience of peers, partners, and leadership.
• Ability to describe highly technical situations in a less technical fashion while conveying the essential elements.
• Oversee operations to ensure reliability, timeliness, and productivity. Develop and execute strategic tasks and goals for process improvement.
• Maintain a working environment that promotes productivity, responsiveness, high staff morale, motivation, and excellence.
• Work with cross-functional teams to plan objectives and strategies to comply with professional standards and address business risks.
• Review, coordinate, and manage work performed by the team.
• Maintain relationships with vendors to manage expectations of services, including work products, timing, and value delivered.
• Demonstrated understanding of complex issues and ability to apply knowledge to situations.
• Use extensive knowledge to identify technological developments and evaluate impacts on the business.
• Inspire teamwork and responsibility among team members.
• Utilize current technology and tools to enhance effectiveness of deliverables and services.
• Develop, enhance, and implement Service Transaction Monitoring capabilities within the organization.
• Provide and be available for 24/7 support as required.

• 3+ years of call center technology experience.
• Experience in a large enterprise IT department managing high-volume, business-critical platforms that are geographically dispersed.
• Strong leadership skills to lead and motivate a staff in a growing, fast-paced, and diverse environment.
• Experience with different SDLC and Service Management processes (SCRUM, RUP, Waterfall, ITIL).
• 5+ years’ experience coordinating outage support efforts with stakeholders, including senior leadership, across multiple teams and vendors.
• Proven relationship-building success, coaching, mentoring, and goal-setting experience.
• Telecommunication experience, preferably wireless.
• Experience partnering with customers and internal teams, supporting production applications, and managing trouble tickets.
• Excellent communication skills, both written and verbal.
• Minimum 4-year degree or equivalent work experience.

All your information will be kept confidential according to EEO guidelines.