Call Center Manager

  • location: Columbus, OH
  • type: Contract
  • salary: $40 per hour
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job description

Call Center Manager

job summary:
- Management of a small team responsible for the resolution of Contact Center user issues within Morgan Stanley's incident management platform

- Ownership of the Contact Center user administration functions including new user setups

- Identify and assessing risk associated to platform stability; taking correction actions in order to ensure minimum end user interruption

- Driving the resolution of large scale, production impacting outages

- Creation of regular status reports to Senior Leadership within Wealth Management Operations

- Performance reviews, development plans, and other administrative tasks associated with managing a small team

- Updating and maintaining department metrics

- Documentation of Production Support written service procedures

Qualifications & Skills Required:

- 3-5 years' related experience within a Contact Center environment

- Familiarity with Genesys, NICE, AVAYA and other Contact Center platform tools

- Leadership skills: The candidate should have experience leading a team of individual contributors.

- Communications skills: The candidate must be able to concisely explain complex issues. The candidate must also possess strong written and oral executive-level communications skills.

- Client management and teamwork skills: The candidate must have demonstrated ability in being flexible and working with stakeholders and colleagues at all experience levels. Experience of engaging and influencing senior leaders within the organization is essential.

- Ability to maintain composure and professionalism in a fast-paced, busy environment

- Ability to develop strong working relationships with Business and Technology counterparts

- High level of attention to detail

- Strong knowledge of Microsoft Office

- Must possess a Bachelor's Degree

- Project Management discipline experience beneficial but not a pre-requisite

 
location: Columbus, Ohio
job type: Contract
work hours: 8 to 5
education: Bachelor's degree
experience: 3 Years
 
responsibilities:
- Management of a small team responsible for the resolution of Contact Center user issues within Morgan Stanley's incident management platform

- Ownership of the Contact Center user administration functions including new user setups

- Identify and assessing risk associated to platform stability; taking correction actions in order to ensure minimum end user interruption

- Driving the resolution of large scale, production impacting outages

- Creation of regular status reports to Senior Leadership within Wealth Management Operations

- Performance reviews, development plans, and other administrative tasks associated with managing a small team

- Updating and maintaining department metrics

- Documentation of Production Support written service procedures

Qualifications & Skills Required:

- 3-5 years' related experience within a Contact Center environment

- Familiarity with Genesys, NICE, AVAYA and other Contact Center platform tools

- Leadership skills: The candidate should have experience leading a team of individual contributors.

- Communications skills: The candidate must be able to concisely explain complex issues. The candidate must also possess strong written and oral executive-level communications skills.

- Client management and teamwork skills: The candidate must have demonstrated ability in being flexible and working with stakeholders and colleagues at all experience levels. Experience of engaging and influencing senior leaders within the organization is essential.

- Ability to maintain composure and professionalism in a fast-paced, busy environment

- Ability to develop strong working relationships with Business and Technology counterparts

- High level of attention to detail

- Strong knowledge of Microsoft Office

- Must possess a Bachelor's Degree

- Project Management discipline experience beneficial but not a pre-requisite

 
qualifications:
- Management of a small team responsible for the resolution of Contact Center user issues within Morgan Stanley's incident management platform

- Ownership of the Contact Center user administration functions including new user setups

- Identify and assessing risk associated to platform stability; taking correction actions in order to ensure minimum end user interruption

- Driving the resolution of large scale, production impacting outages

- Creation of regular status reports to Senior Leadership within Wealth Management Operations

- Performance reviews, development plans, and other administrative tasks associated with managing a small team

- Updating and maintaining department metrics

- Documentation of Production Support written service procedures

Qualifications & Skills Required:

- 3-5 years' related experience within a Contact Center environment

- Familiarity with Genesys, NICE, AVAYA and other Contact Center platform tools

- Leadership skills: The candidate should have experience leading a team of individual contributors.

- Communications skills: The candidate must be able to concisely explain complex issues. The candidate must also possess strong written and oral executive-level communications skills.

- Client management and teamwork skills: The candidate must have demonstrated ability in being flexible and working with stakeholders and colleagues at all experience levels. Experience of engaging and influencing senior leaders within the organization is essential.

- Ability to maintain composure and professionalism in a fast-paced, busy environment

- Ability to develop strong working relationships with Business and Technology counterparts

- High level of attention to detail

- Strong knowledge of Microsoft Office

- Must possess a Bachelor's Degree

- Project Management discipline experience beneficial but not a pre-requisite

 
skills: MS Office
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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