Call Center Manager

TecTammina; Tampa (FL); On-site; USD 60,000 - 75,000; Full time

Job summary

A technology support firm is seeking a candidate for telephony support in Tampa, Florida. The role requires 1+ years of experience in NICE call recording applications, dialer applications, and telephony support. The candidate will interface with clients and vendors, troubleshoot issues, and manage Service Center tickets. Strong communication skills and teamwork abilities are essential. This is a contract-to-hire position offering opportunities for professional growth.

Qualifications

• 1+ years of experience in NICE call recording applications support.
• 1+ years of experience supporting dialer applications.
• 1+ years of experience in telephony support.

Responsibilities

• Interface directly with clients and vendors to troubleshoot issues.
• Acknowledge, troubleshoot, resolve, and escalate Service Center tickets.
• Perform documented plans for system changes, upgrades, installations, and outages.

Skills

Telephony support

SQL/Oracle database support

Windows operating systems

UNIX operating systems

Workforce Management application

Networking technology

Written and verbal communication

Team collaboration

Job description

1+ years NICE call recording applications support

1+ years supporting dialer applications support

1+ years telephony support

Working knowledge of Workforce Management application

1+ years SQL/Oracle database support

Demonstrated experience in a production/support environment with functional experience in change and incident management

Proven experience administering Windows and UNIX based operating systems

Basic knowledge of networking technology

Demonstrated superior written and verbal skills, along with the ability to effectively interact with all levels of the organization including both internal and external customers

Ability to work collaboratively in a team environment and operate effectively in stressful situations

Proven ability to take the lead in learning tools and processes and promotes effective use of technology to solve business problems; provides mentorship to peers in the same

Proven experience developing proactive processes designed to alert/eliminate issues before they escalate in priority or business impact

Qualifications

Application support for Telephony (ECCS applications)

Interface directly with the clients and vendors to troubleshoot issues.

Acknowledge, troubleshoot, resolve, escalate and determine root cause for Service Center tickets within SLA

Change releases (ITSM)- Perform documented plans for system changes, upgrades, installations and outages and follow all change management guidelines

Monitor/Develop proactive processes designed to alert/eliminate issues before they escalate in priority or business impact

Complete end-user access requests and other work requests according to service level guidelines

Identify areas where efficiencies can be gained using proactive approach through collection and analysis of metrics

Additional Information

Share the Profiles to mahesh(@)techtammina(dot)com

Contact: 703-349-1004

Job Type: Contract to Hire

Keep the subject line with Job Title and Location