Operations Manager - Technical Support

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. Primary job function involves extensively reviewing and auditing technical support team processes and procedure and providing a high level process improvement plans to be reviewed with the Technical Support Leadership team. Additionally, creating measurements on the approved process improvement plans given and measure its success.

Job Duties

• Operations Manager (TSR) will report directly to the Senior Director for Online Assessment in 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.
• operating guidelines and objectives, and that expenditures remain within the allocated budget.
• Ensuring knowledge, process and updates were also given to the contractor. Coordinate and track projects as assigned and directed by Senior Director for Online Assessment to ensure 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 creation and maintenance of Technical Support Team documentations and Zendesk articles.
• Develop and improve policies and procedures for Technical Support team.
• Ensure staff compliance with PSIs policies and procedures.
• Mentor/develop/motivate staff and leaders. Ongoing evaluation of direct staff for required skills and experience.

Qualifications

• Minimum Five (5) years 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 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 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.