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Position Details: CS Tech Ops Mgr - (831105T)

Location: Beaverton, OR
Openings: 1
Job Number:

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Description:

3 must haves:

Call Center knowledge and experience.
2. Incident and problem management experience.
3. Understanding/familiarity with call center technology solutions (e.g. ACD, IVR, CRM-Case Management Platforms, etc.).

Requirements for this position include:

· Bachelor’s degree in Computer Science, Engineering, Management Information Systems, Business Administration or related and 5+ years’ experience in a contact center environment – technical and business.

· Strong leadership skills and technical background, including working with multiple system interfaces and possessing solid problem identification and solving skill set

· Proven effective communication skills, verbal and written

· Strong team player with the ability to work in project and production support models with a diverse group of individuals across multiple departments; ability to work effectively in a matrix environment.

· Robust technical knowledge and hands-on experience with telecommunications and contact center technologies (e.g. case management systems).

· Solid experience documenting project and production support life cycle projects and tasks.

· Experience with leading and providing day-to-day direction to a team of analysts.

· Experience working with the key business stakeholders and operations teams to identify and prioritize competing requests in order to provide the maximum value to the business

· Ability to “deep dive” data to uncover operations anomalies, reviews their impact, and spearhead work plan to rectify or mitigate their impacts.

· Solid skill set of identifying, documenting and justifying enhancements to improve productivity and labor costs.

· Experience and comfort with working in a fast-paced, results-oriented and sometimes highly stressful environment.

ITIL certification a plus

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