Call Center Manager

1+ years NICE call recording applications support

1+ years supporting dialer applications support

1+ years telephony support

Working knowledge of Workforce Management application

1+ years SQL/Oracle database support

Demonstrated experience in a production/support environment with functional experience in change and incident management

Proven experience administering Windows and UNIX based operating systems

Basic knowledge of networking technology

Demonstrated superior written and verbal skills, along with the ability to effectively interact with all levels of the organization including both internal and external customers

Ability to work collaboratively in a team environment and operate effectively in stressful situations

Proven ability to take the lead in learning tools and processes and promotes effective use of technology to solve business problems; provides mentorship to peers in the same

Proven experience developing proactive processes designed to alert/eliminate issues before they escalated in priority or business impact

Application support for Telephony (ECCS applications)

Interface directly with the clients and vendors to troubleshoot issues.

Acknowledge, troubleshoot, resolve, escape, and determine root cause for Service Center tickets within SLA

Change releases (ITSM)- Perform documented plans for system changes, upgrades, installations and outages and follow all change management guidelines

Monitor/Develop proactive processes designed to alert/eliminate issues before they escalated in priority or business impact

Complete end-user access requests and other work requests according to service level guidelines

Identify areas where efficiencies can be gained using proactive approach through collection and analysis of metrics

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Job Type: Contract to Hire