Job Listing: IT/Operations
This is a direct hire, salaried opportunity in Boise, Idaho.
Position Purpose:
The IT/Operations Manager plans, directs and coordinates the overall IT needs, Operations, and the Call Center activities. This position includes developing departmental goals and objectives, managing direct reports, providing recommendations on current software, corporate policies and procedures, maintaining compliance of policy and procedures related to departmental activities, developing and administering Boise budgets, conducting short range planning, and performing related IT work.
Challenges:
The IT/Operations Manager’s principle function is to execute and coordinate all of the daily activities in the business through the effective use of resources, with responsibility for meeting and setting service targets. The position is accountable and responsible to generate accurate, timely and complete information each week, month, quarterly and annually including measurables. This function is also to create and manage effective teamwork relationships between all departments and facilities, as well as the Executive Team.
Principal Accountabilities:
•Setting and meeting performance targets for speed, efficiency, sales and quality. Analyzing performance statistics and making appropriate decisions on the basis of these statistics. Improving performance by raising efficiency and providing recommendations to VP Operations on sourcing new technology and/or equipment to enable this (ie new software, etc.). May be met through software/system upgrades, additional technical training for team.
•Planning and managing change. Liasing with direct reports and third parties to gather information and resolve issues.
•Maintaining an up-to-date knowledge of industry developments and involvement/membership in networks.
•Responsible for ensuring agents answer Tier I- Tier III technical troubleshooting issues; and potentially answering multi-Tier level (II, III) technical calls in the shoulder seasons. Handling the most complex customer troubleshooting issues, complaints or inquiries.
•Provide remote telephone & troubleshooting support for external client systems. Provide on-site service to client locations throughout North America as directed. Actively participate in planned on-site client trips in the spring and fall.
•Supervise & work closely with the Tier II Support Team to complete annual client parameter projects.
•Coordination of the planning, recruitment, and development of technical agents.
•Reviewing overall performance of staff, identifying staff training needs and ensuring effective training sessions with the Call Center QA department.
•Developing, implementing and reviewing core responsibilities and tasks for technical agents and/or Support Team. Recording statistics, user rates and the performance levels of the center and preparing reports.
•Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
•Drives the overall team and business development of superior IT Support, Customer Service and High Performance Standards.
•Conducts regular meetings with direct reports to communicate individual goals and team objectives.
•Liaison of all operational activities such as IT upgrades, landlord, maintenance and manages the Boise facility.
•Coordinates with IT Support on issues surrounding Boise IT needs. Coordinates with General Accountant on issues surrounding Idaho taxes, etc. Coordinates with Human Resource Manager on issues surrounding labor issues.
•Performs necessary financial activities for the Boise office as requested by VP Operations.
•Manages real time and historical reporting of metrics to VP Operations
•Special projects as deemed necessary for the success of the business, as assigned by the VP Operations.
Authority
•Oversees the respective division and liaison between respective managers.
•Assess and communicate to the VP Operations current and future production capabilities, capital requirements, and IT/System maintenance and/or upgrades.
Contacts
•Leads the requirements of Boise as well as coordinating with IT Support & Product Development, Accounting & Administration, Human Resources, Maintenance, and Business Relations.
•Active IT participant on the Senior Operations Management Team
Volt Technical is an EOE.
Required Skills
The IT/Operations Manager will be required to occasionally travel throughout the Northwest US and to Canada. The following screens will be in place for applicants:
•Ability to successfully complete/pass a 7 year felony-misdemeanor search. Clear background a definite asset.
•Ability to successfully complete/pass a credit report search. Clear credit report a definite asset.
•Ability to successfully complete/pass a DMV Report screen. Clear DMV report a definite asset. Must be insurable. MUST HAVE VALID DRIVER'S LICENSE.
Education/ Experience:
·Minimum of 5 years in a supervisory/managerial role with a proven leadership track record
·Minimum of 3 years in a call center environment; 2+ years in technical/IT- related role. Supervisory experience over Tier II+ agents a definite asset.
·Strong technical trouble shooting abilities.
·Strong project management skills in implementing and managing across multi-functional areas.
·Excellent knowledge of call center performance metrics, both real time and historical.
·Excellent computer literacy skill set (software, hardware, networking, etc.)
Expectations
·Ability to stay current on potential IT-related advancements for business needs, training and product development (software, hardware, etc).
·Principles and practices of management, leadership, motivation, team building and conflict resolution. Handling difficult and sensitive situations using sound, independent judgment within policy. Ability to integrate rapidly with an exciting team and changing environment.
·Developing departmental activities, goals and objectives, creating program evaluation tools and evaluating the effectiveness of the department.
·Excellent follow up skills and ability to meet aggressive deadlines. Must be decisive and results oriented. Managing multiple tasks, often with competing deadlines.
·Supervising and evaluating staff, directly and through multiple levels of supervision.
·Effective presentation skills to individuals and groups. Preparing clear, concise and informative reports, correspondence and other written materials. Must be able to communicate with Technical/Non-Technical participants.
·Creative, strategic thinker and solutions-oriented. Good working knowledge of budgeting techniques.
·Exceptional interpersonal, communication and analytical skills with the ability to identify and provide alternative solutions.
Job Details |
Job Location |
Candidate Application |
| Employer: Volt Staffing | Address: | Contact: |
| Job Type: Full-time | City: Boise | Phone: 866-651-8362 |
| Experience: | State: Idaho | |
| Education: Any | Zip Code:83704 | Online: Website Link |
Salary and Benefits
DOE
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