Technology Service Center Manager in Rancho Cordova, CA.
This role will start out as a 6 month contract with the potential to convert or be extended.
This role will be responsible for the development and delivery of Data Center and Call Center Services, Staffing and Infrastructure.
This includes overall responsibility for Customer Support Image and Services.
Customer support responsibilities may include representing the company by escorting customers through the center on tours, responding to customer inquiries and coordinating with other organizations.
The Data-Call Center Manager is an individual responsible for the operations and management of the entire Data Center or Call Center operations. They must ensure that the customer service targets are met by the call center. They may have to plan in order to develop the call center and understand the areas that would require improvement. They may have to liaise with the client or the first party to understand their Service requirements.
Administrative duties include but are not limited to:
Develop and maintain organization and staffing to meet customer service requirements
High level organization and capacity planning
Compliance review to ensure customer or government requirement or regulation
Incident and disaster recovery planning
Keeps executive-level management informed of service delivery progress risk and risk mitigation plans. Responsibilitiies further include customer contact during pre-sales and post sales periods and development of project cost estimats.Responsible for resource allocation, including budget and personnel.
Essential Duties and Responsibilities -
20% Lias with Service and Support customers by conducting weekly or bi-monthly calls to discuss incidents, issue and scheduled support tasks.
30% Call Center responsibilities to include:
Ensuring that proper call procedures are maintained
Ensuring that security and confidentiality of customer information is maintained
Implementation of new working procedures in the operation process
Addressing executives and team leaders in regard to changes in process or organization
Meeting with clients in order to understand their needs
Ensuring staff are well mentored and provided an environment to excel
Reviewing the performance of the overall organization, service and staff
30% Data Center Duties
Prepare plans for development and installation of data center according to present and future requirements.
Oversee and contribute in the design and evaluation of all server systems according to measurement of process.
Ensure adherence to all established guidelines and management practices for employees.
Maintain high level knowledge on all applications and its use on systems for various critical systems.
Ensure client satisfaction and provide optimal level of customer services for various departments.
Maintain effective professional relationships with data center and call center management team and staff.
Monitor all functional resources required for growth and ensure appropriate working.
20% Directs the personnel activities of managers. Oversees activities of lower level management (i.e., hires, coaches, appraises, rewards, motivates, disciplines, recommends termination as necessary). Works through managers in setting standards, priorities, and schedules. Directs the interpretation and application of said policies throughout the company.
Prerequisites -
Education:
Bachelor's degree in engineering, computer science or business; may have some post-graduate education or training.
Experience:
Typically has 10 or more years of experience in service operations or professional services with five or more years of management responsibilities. Highest level of knowledge of services operation practices and principles. Excellent, planning, time management, communication, decision-making, presentation, organization, and interpersonal skills.
Able to make trade-offs in decision making while analyzing and minimizing risk.
Computer and/or Technical Skills:
Travel:
10-20% domestic travel
location: Rancho Cordova, California
job type: Contract
work hours: 8am to 5pm
education: Bachelors
responsibilities:
20% Lias with Service and Support customers by conducting weekly or bi-monthly calls to discuss incidents, issue and scheduled support tasks.
30% Call Center responsibilities to include:
Ensuring that proper call procedures are maintained
Ensuring that security and confidentiality of customer information is maintained
Implementation of new working procedures in the operation process
Addressing executives and team leaders in regard to changes in process or organization
Meeting with clients in order to understand their needs
Ensuring staff are well mentored and provided an environment to excel
Reviewing the performance of the overall organization, service and staff
30% Data Center Duties
Prepare plans for development and installation of data center according to present and future requirements.
Oversee and contribute in the design and evaluation of all server systems according to measurement of process.
Ensure adherence to all established guidelines and management practices for employees.
Maintain high level knowledge on all applications and its use on systems for various critical systems.
Ensure client satisfaction and provide optimal level of customer services for various departments.
Maintain effective professional relationships with data center and call center management team and staff.
Monitor all functional resources required for growth and ensure appropriate working.
20% Directs the personnel activities of managers. Oversees activities of lower level management (i.e., hires, coaches, appraises, rewards, motivates, disciplines, recommends termination as necessary). Works through managers in setting standards, priorities, and schedules. Directs the interpretation and application of said policies throughout the company.
qualifications:
Experience level: Manager
Minimum 5 years of experience
Education: Bachelors
skills:
Director
Manager
Infrastructure
technology services
service desk
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.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
WARNING: Please beware of phishing scams that solicit interviews or promote work-at-home opportunities, some of which may pose as legitimate companies. Elevance Health requires a completed online application for consideration of employment for any position. We will never ask you for a credit card, send you a check, or ask you for payment as part of consideration for employment.
