Vacancy expired!
Technical Call Center / EMO SupervisorTechnical Call Center / EMO Supervisor within our Event Management Organization (EMO) to help contribute to our ongoing success and growth. The Supervisor will typically work Monday thru Friday 1:00 PM to 9:30 PM but some flexibility may be required depending on project requirements. The Supervisor must be on site in the Chaska facility.The role of the Supervisor is to be responsible for daily queue/task monitoring and reporting, task assignment and reassignment as priorities change, escalation point for EMO areas of responsibility, shift coverage plans, onboarding, and setup of new projects within EMO, progress reporting on departmental initiatives, communications liaison (bi-directional) to assist with the cohesiveness of a 24x7x365 organization. In some cases, this role will also serve as the technical escalation point for projects or technologies. This position will assist in overcoming challenges related to the growth and expansion of the Event Management Organization, which functions as technical and logistical support of our project management teams. The role will require flexibility, creative thinking, and the ability to absorb change while keeping a positive attitude. The Supervisor requires the ability to gain a solid understanding of the vision of the EMO while expressing this vision positively to others within the organization. Specific Duties and Responsibilities:This position also requires collaborative work with the Help Desk Manager to foster a continuous improvement within the organization. The Supervisor must also have a strong technical and phone system background. Daily Task Queue Monitoring and Reporting including Call Center software monitoring, reviewing required workload within all EMO supported work queues, making assignment decisions/adjustments, and running reports as required; monitoring daily progress within work queues, identifying issues and/or capacity and presenting options, providing constructive criticism; and proactive ideas within the department operations and work queue structure. Task Assignment and Reassignment including providing daily guidance and priority setting for shift resources; working through challenging situations with resources to ensure workload is shared and department is working collectively to meet goals; proactively identifying situations that are putting our success at risk. Provide a level of leadership that can assist with escalations and determine when additional escalation is required. Shift Coverage and Escalation Support including ensuring required coverage is in place particularly with vacation and unexpected absence situations; providing technical support and guidance as needed; providing a level of leadership that can assist with escalations.Leadership and Positive Communication including actively participating in team meetings and internal project meetings; maintaining positive working relationships with internal departments including providing valuable feedback to project teams; continually providing ideas for process improvements; playing a critical role in the adoption and implementation of new systems; becoming an expert at the services the Event Management department provides and using that knowledge to work toward organizational advancements; and playing an active role in achieving overall departmental initiatives. Qualifications and Experience Required:
- Bachelor s degree or equivalent related technical experience within the IT deployment/support field
- Minimum 4 years relevant technical experience in IT deployment/support
- Minimum 2 years of experience with supervision of at least 5 team members in technical support
- Technical knowledge of Call Center phone systems setup and operation
- Experience with call center software setup, maintenance, and reporting
- Overall understanding of LAN / WAN environments
- Experience involving low voltage devices (cabling, IP Cameras, CCTV, POS) a definite plus
- Proficiency in the Microsoft Suite tools
- Excellent communication and customer service skills
- Ability to offer solutions for process improvements
- Enthusiastic with exceptional organizational skills
- Experience with SharePoint a definite plus
- Any relevant certifications a definite plus
Vacancy expired!