Job Listing: IT

Volt Technical Resources is looking for a talented & charismatic IT Call Center Leader.

The IT Lead will be responsible for assisting agents with Tier II and Tier III calls, supervision, and resolution. The IT Lead will also oversee all technical responsibilities and troubleshooting in-house and on-site with clients in Idaho, Oregon, and Washington.

This position will require travel throughout the Northwest US, and occasionally in Canada. Applicants must currently have or must be able to obtain a valid Passport. Additionally, applicants must be able to obtain a rental car, have valid driver's license, and have a clear DMV record.

General Position Purpose:
The IT Call Center Lead is responsible for supporting and assisting the Call Center Manager in their daily functions. This position includes supporting departmental goals and objectives, providing leadership to all agents, maintaining policies and procedures relating to departmental activities and performing related work as necessary.

Challenges:
The IT Call Center Lead's principle function is to administer all of the agents related activities and provide front line technical support to the client base. The position is accountable and responsible for ensuring that all agents provide exceptional customer service, quality scripting, and efficient metrics. This function is also to create and manage effective teamwork relationships between all the departments as well as the agents. The IT Call Center Lead is also required to actively participate in client technical maintenance trips in the Fall and Spring.

Essential Position Functions:
*Provide on-site IT service to client locations throughout North America as directed.
*Provide remote telephone troubleshooting support for external company systems.
*Analyzing performance statistics along with the Call Center Manager and making the necessary adjustments on the basis of these statistics.
*Tier II- IV technical escalations.
*Work closely with the Tier 2 Support team to complete annual client parameter projects
*Meeting performance targets for speed, efficiency, sales and quality in real time.
*Managing change within the Call Center department.
*Managing the daily functions of the Call Center agents-- including call monitoring, mentoring, coaching, technical training, and disciplinary actions.
*Works with supervisors and agents to gather information and resolve technical issues
*Reviewing performance, technical abilities, and development and goals of supervisors, identifying staff training needs and planning technical raining sessions.
*Handling the technically complex customer complains or inquiries
*Manages real time and historical reporting of metrics
*Special projects as deemed necessary for the success of the company, as assigned by the Call Center Manager
*May act for the Call Center Manager, as assigned

Authority
*Assess and communicates to the Call Center Manager current and future production capabilities, IT functions, and IT reports.

Contacts
*Leads the requirements of agents, as well as coordinating with Accounting & Administration, Human Resources, Maintenance, Business Relations, IT Support and Product Development
*Active IT participant on the Call Center Supervisor Team

Expectations
*Ability to perform technical training and mentoring, provide IT leadership.
*Effectively resolve Tier II-IV escalated calls.
*Principles and practices of motivation, team building and conflict resolution
*Evaluating the effectiveness of the agents
*Ability to integrate rapidly with an exciting team and changing environment
*Excellent follow up skills and ability to meet multiple deadlines
*Must be detailed and results oriented and creative
*Supervising and evaluating staff
*Managing multiple tasks, often with competing deadlines
*Effective presentation skills to individuals and groups
*Preparing clear, concise and informative reports
*Handling difficult and sensitive situations using sound, independent judgment within company policy
*Good understanding of the Human Resource functions using the HR Manager as support
*Compliance with all elements of Health & Safety policy and company handbook policies and procedures;
*Excellent interpersonal, communication and analytical skills with the ability to identify and provide alternative solutions


Volt Technical is an EOE.