IT Manager, Contact Center Services (NJUS)

Columbus, OH, United States

Purpose of Position

The Manager, Contact Center Services is responsible for leading a team of Supervisors, Engineers, and technicians to ensure high quality project implementation, administration, documentation, and maintenance of the Contact Center and Telephony Platforms at NetJets. The Manager, Contact Center Services, is responsible for end to end delivery of hardware/software lifecycle, maintenance, stability, and services support. This includes the overall health of the contact center and telephony services in the NetJets environment to include ISP/telecom services, vendor supplier professional services, and internal team project and support functions. Additionally, this role should drive continuous innovation and facilitate conversations with architects to design and implement best in class technology solutions. This role also oversees Executive Support for communication needs.This position must be active in partnering with architecture for researching and proposing industry best practices with respect to stability and security of our environment. This includes working with peers and leadership to drive decisions. They will also a key partner with the Cyber Security team to ensure the Contact Center Engineering team and End User Technology teams are following Cyber Security policies and direction as well as ensuring the Cyber Security team is aware of progress of work and identified risks. This includes implementing plans of action to mitigate discovered risks and use automation where appropriate. This management role is also responsible for preparing activity and progress reports regarding the activities of the platforms and processes they support. As a people manager, the Manager, Contact Center Services reviews and evaluates work and prepares performance reports, confers with, and advises team members on administrative policies and procedures, technical problems, priorities, methods, and plays a significant role in maturing information technology best practices.

Tasks and Responsibilities

60%: Project oversight and guidance to large-scale, complex solutions often involving multiple internal and external team members. Ensures end results are of the highest quality with a clearly articulated scope and quantifiable business benefit and ensure commitments are achieved within agreed on time, cost, and scope.Provide thought leadership and project coordination through assignments of work to appropriate team members based on skill and ability. Manage a team of technical resources. Optimize team with a blend of internal FTEs and external consultants to ensure projects are adequately staffed. Ensure knowledge transfer and training for the team. Responsible for ensuring the team delivers on projects with clear expectations for both business stakeholders and technical team members. Partner with various IT teams and the business to ensure that the Contact Center Engineering team is providing solutions that enable or enhance end user capabilities. This includes researching new technologies (hardware / software / SaaS), ensuring those technologies meet the needs, is supportable, and develop a implementation/lifecycle plan.

30%: Establish measurable individual and team goals, with direct reports, that align with organizational and personal growth goals. Evaluation of work performance and provide constant feedback on performance based on job description and goals, both individual and team. This includes quarterly meetings for documented goal review and annual performance assessments.

10%: Develops, manages and optimizes the project budget, forecasts and expenditures related to Contact Center Services. Provides related tactical and long-range financial planning and analysis and ensures team adheres to time and metric's tracking.

Education

Bachelor's in Information Technology

Certifications and Licenses

Years of Experience

8-10 years of experience

Core Competencies

Adaptability

Collaboration

Curiosity

Service-Oriented

Strives For Positive Results

Knowledge, Skills, Abilities and Other (KSAOs) Minimum of 4-6 years proven experience managing a team of technical professionals

Minimum of 8-10 years experience in Contact Center / Telecom roles or related technologies

Technical knowledge of communication services to include: SIP, H.323, Trunking, ISP Services, Telecom Systems, Contact Center Channel Solutions, and Contact Center Integrations

Demonstrate ability for planning and executing large scale, highly complex initiatives utilizing a highly skilled team of contributors

Experience managing 3rd party contractors and SOW supplier engagements

Excel in collaboration, leadership, and building strong, effective teams

Strong verbal & written communication skills; able to relay technical concepts to a business audience.

Consistently looking to drive for results

Proven experience delegating and managing project tasks across organizational boundaries.

Strong project management experience with the ability to define clear expectations that meet tight deadlines and budgets.

Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned.

Results-oriented individual with strong problem-solving, influencing, consensus building and negotiating skills.

Excellent listening, questioning, and customer service skills.

Results-oriented individual with strong problem-solving, influencing, consensus building and negotiating skills.

Ability to maintain composure, tact and effectiveness under stressful conditions.

Ability to organize information, efficiently manage time, and balance multiple priorities.