Help Desk Manager

NRTC Managed Services
Huntsville, AL Full Time
POSTED ON 3/4/2020 CLOSED ON 4/21/2020

Job Posting for Help Desk Manager at NRTC Managed Services

 

NRTC Help Desk Manager

Job Summary

Manage the day to day operations of Help Desk. Responsible for ensuring contact center is appropriately staffed, trained and handling customer contacts within specific metrics. Use tools and applications to monitor and track performance; driving departmental and customer facing improvement initiatives within the company.

Participate in management of the Help Desk. Carry out managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems.

 

Responsibilities

  • Monitor and coordinate the distribution of contacts to ensure optimal performance and achievement of SLAs  
  • Serve as a point of escalation for customer and employee requests and concerns
  • Evaluate individual and team performance regularly, providing reporting and recommendations to leadership
  • Develop and drive improvement initiatives
  • Conduct one-on-one performance reviews, team meetings and coaching sessions as needed
  • Coordinate staffing assignments, maintain and monitor staff schedules and attendance records
  • Participate in forecasting staffing demands, assess need for additional resources, assist in recruiting and direct onboarding of new team members
  • Determine and direct individual and team training needs and development plans
  • Promote teamwork, foster collaboration and manage recognition programs
  • Maintain standards for call volume, answer times, quality and results by monitoring and tracking stats
  • Perform other duties as assigned

 

Qualifications

Knowledge, Skills, and Abilities

  • Familiarity with Contact Center reporting, KPIs and SLAs
  • Advanced customer relationship skills
  • Ability to lead, motivate and develop team using servant leadership skills.
  • Possess and promote the delivery of excellent customer experience and etiquette 
  • Excellent oral and written communication and interpersonal skills
  • Experience with CRM/CMS systems preferred
  • Must be able to work under pressure and adapt to change in a fast paced environment
  • Resolution oriented, takes initiative
  • Good organizational, time management and follow-up skills
  • Ability to be flexible in work schedule including nights/weekends

Minimum Education and Experience

  • Bachelor's degree in Computer Science, Business, Communication or related field preferred
  • Minimum of 5 years Call Center or Customer Support experience required
  • Minimum of 3 years of leadership experience in Call Center or Customer Support environment  required

An equivalent combination of education and experience may be considered.

Physical Demands

  • Work is typically performed in an office setting 
  • Occasional travel required
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