Contact Center Technology Manager

State of Michigan; Lansing (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

State of Michigan is seeking a day-to-day manager for the Contact Center Technology Section (CCTS). The role supervises staff supporting and overseeing the contact center systems and leads section activities, including process development and project planning.

The position focuses on advancing the section's technology in alignment with stakeholder needs and coordinating with the Core Technology Division to support MDOS operations.

Qualifications

• Bachelor's degree in any major.
• Four years of professional experience, including two years equivalent to the experienced (P11) level or one year equivalent to the advanced (12) level.

Responsibilities

• Supervise staff responsible for supporting and overseeing the contact center system(s).
• Lead activities within the Contact Center Technology Section and oversee development of section processes and project planning.
• Promote technology managed by the section and ensure alignment with stakeholders' needs.
• Oversee technology utilised by the agency's call centers and optimize solutions for stakeholder needs.

Skills

Staff supervision

Project planning

Stakeholder management

Education

Bachelor's degree

Job description

State of Michigan is seeking a day-to-day manager for the Contact Center Technology Section (CCTS). The role supervises staff supporting and overseeing the contact center systems and leads section activities, including process development and project planning.

The position focuses on advancing the section's technology in alignment with stakeholder needs and coordinating with the Core Technology Division to support MDOS operations.