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Call Center/IT Director

Kelly Services


Location:
Phoenix, AZ
Date:
04/26/2018
2018-04-262018-05-26
Job Code:
US1553AL_BH1436766
Categories:
  • Customer Service
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Job Details

Job Title Call Center/IT Director

Jobid US1553AL_BH1436766

Location: Phoenix, AZ, 85067, USA

Description **Fulltime Direct Hire Only**

**Call Center Director/IT Director**

**Phoenix, AZ**

**Salary** – DOE


+ Person should be able to handle multiple locations and Geographies (he or she is going to manage 2 centers in US and 2 in Mexico).
+ Person should be having good communication skills and be able to build relationship with customer.
+ Person should be handling over 80K+ users.
+ Phoenix AZ
**Responsibilities**

To manage the performance of Level 1 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

**Key Responsibilities (% of Time)**

1. Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (25%)

2. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%)

3. Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). (20%)

4. Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. (20%)

5. Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%)

**Qualifications**


+ College degree in business administration, commerce, management, industrial technology or industrial engineering. Certain schools offer bachelors and master's degrees in operations management.
+ Industry relevant production experience
+ Knowledge and experience in organizational effectiveness and operations management
+ Knowledge of business and management principles and practices
+ Knowledge of financial and accounting principles and practices
+ Knowledge of human resource principles and practices
+ Knowledge of project management principles and practices
**Why Kelly** **®** **?**


With Kelly, you’ll have direct connections to leading IT organizations in the best companies aroundthe globe—offering you the chance to work on some of today’s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunitieswill help you take your career exactly where you want to go. We work with 95 of the Fortune 100™companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent:people like you.

Last year we found 8,000 opportunities for IT professionals. Let us help advance your careertoday.

**AboutKelly Services** **®**


As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and iscommitted to employing a diverse workforce. Equal Employment Opportunityis The Law.



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