Data & Systems Manager

Top Skills• Background in contact center system administration/support management• Experience with Nice inContact applications and Salesforce CRM Preferred• Prior leadership experience required. This manager will be overseeing a team of 5-10 Contact Center Specialists and Analysts who are maintaining the all of the systems for IT solutions which includes: supporting the technical issues within the CRM, case management, telephony system issues, workforce management, reporting and analytics• Nice to haves: SQL, Studio Scripting, Salesforce, APIsDescription:Knowledge, Skills, and Abilities1. Knowledge of the history, strategy, organizational authority, interdependence of job duties, products, systems, services, policies, and procedures of the Company. 2. Strong knowledge of and ability to utilize software related to customer service. 3. Skill of preparing written materials and presentations to meet purpose and audience. 4. Skill of developing and maintaining positive relationships with customers, employees, and business partners. 5. Skill of conducting cost/benefit analyses by identifying appropriate variables and translating them into financial data to assess alternative actions. 6. Skill of self-evaluation and continuous improvement. 7. Ability to read and interpret data and troubleshoot related systems. 8. Ability to organize and conduct group meetings and facilitate group involvement. 9. Ability to develop rapport, trust, and open communication that enhances the growth and job performance of Customer Service staff. 10. Ability to thrive in a fast-paced work environment, consistently meeting deadlines and remaining calm under pressure.Responsibilities: • Recommends actions and initiatives to their leader with respect to further developing the customer service strategy.• Advises their leader with regards to dismissals, transfers, and promotions for direct reports.• Keeps their leader informed of new (internal and external) developments in the customer service area.• Maintains close contact with national departments and provides support with regard to customer service topics.• Advises their leader on topics for discussion at international meetings as they pertain to customer service.• Liaises with authorities as required.• Understands the overarching company strategy, as well as communicates and models the core values of the company, to create a proper work environment and sense of teamwork among employees.• Ensures customer service strategies are aligned with company strategies.• Fosters the development of direct reports; conducts their annual performance reviews.• Supervises the training of employees and trainees from other areas.• Acts as the main point of contact between Customer Service and IT for all technology solutions related to customer service.• Oversees support to system users; contacts appropriate internal or external vendors when further expertise is required.• Oversees the maintenance of existing software and hardware solutions, including the training and deployment of all changes and upgrades.• Ensures contact center and staffing models include accurate, updated information.• Manages and guides direct reports to ensure departmental goals and initiatives are achieved.• Controls master systems files with schedule information and shift preferences.• Provides executive management with reports on workload trends and staffing requirements.• Trains managers and supervisors on the use of workforce planning tools (e.g. work modes, schedule adherence, etc.).• Conducts meetings with relevant departments on forecast and workload requirements.• Collaborates with the other Customer Service teams (i.e. Operations and Quality Management & Training) to determine new hire and ongoing training needs.• Recommends strategies for optimizing workflows; develops systems to improve efficiencies.• Oversees reporting for all business units, as well as gift card fulfillment.• Provides support to their leader on stakeholder engagement.• Ensures adherence to all legal requirements, regulations, and ordinances in their area.Skills:Sql, Contact Center, Salesforce, crm system, APIs, Nice InConcatcAbout TEKsystems:We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.