Support Center Manager at Park Place Technologies in Mayfield Heights, Ohio

Job Description:

The Manager (EOC L1 Team) is responsible for the overall development, implementation and enhancement of the Support Center across its technologies, personnel and viewpoints (both tactical and strategic).  Oversee daily operations of all Support Center functions, ensuring activities run smoothly and efficiently, while promoting the image of the company in a professional and positive manner.  Provides supervision, guidance, coaching, recognition, motivation, and training to department personnel.  Participates in product launches, attains metrics, quality control, and customer service goals.  Maintains professional and technical knowledge by tracking emerging trends, attending educational workshops, reviewing professional publications, and benchmarking state-of-the-art practices.  Accomplishes organization goals by accepting ownership for accomplishing new and different requests, while exploring opportunities to add value to positions and job accomplishments.  Demonstrate the highest level of service excellence.  Work productively on customer service needs, when appropriate.

 What you’ll be doing:

• Develop and implement objectives for the Support Center’s daily activities.


• Conduct effective resource planning to maximize the productivity of all resources.


• Collect, compile, and analyze Support Center statistics and metrics.


• Prepare reports for different departments and/or upper management.


• Assist in developing and participating in all team meetings.


• Assist in developing and documenting team structure, as well as service processes and procedures.


• Develops strong, interactive relationships with the sales organization and other strategic business units.


• Keeps telephony and its related equipment operating by developing and enforcing preventative maintenance programs, calling for repairs, and evaluating and implementing upgrades.


• Maintains professional and technical knowledge by attending workshops, reviewing professional publications, and establishing personal networks.


• Evaluate performance with key metrics and present monthly to personnel.


• Provide real-time feedback to Support Center Team Leads and Analysts, as well as Monthly Reviews.


• Responsible for hiring Support Center personnel as needed and ensure they are committed to excellence.


• Mentor and assist Support Center Team Leads and Analysts in the consistent and continual development of performance in quality, productivity, and departmental tasks.


• Mentor and assist Support Center Team Leads and Analysts in determining priorities, scheduling of resources, delegating, and best practices.


• Act as an engaged and supportive member of the Support Center Leadership Team, which will involve planning, organizing, contributing, and executing short and long term plans, as well as other assigned tasks.


• Assist with staffing to ensure appropriate levels of coverage for all Support Center Analysts during business hours and after-hours.


• Creates an environment which fosters teamwork, values diversity, and which supports and respects all team and company staff members, internal and external customers, and vendors.


• Provides peers with backup coverage as needed.


• Provide ongoing performance and general feedback to direct reports.


• Provide daily coaching and guidance.


• Weekly or Bi-Weekly 1-on-1 meetings with each direct report.


• Address employee time off requests and approve timecards (if applicable) weekly.


• All other management duties as assigned.


• Other duties as assigned.

What we’re looking for:

• 10+ years of experience working in a supervisory or management leadership position.


• Prior Management Experience Required.


• Displays strong leadership skills.


• Strong ability to manage most complex and severe service issues.


• Positive relationships with associated internal and external entities.


• Demonstrated ability to work across departments and levels to resolve issues.


• Ability to generate and analyze reports.


• Ability to develop, manage, and deliver projects in a timely manner.


• Proficiency with Microsoft Office Suite and internal tools.


• Ability to multi-task effectively.


• Strong attention to detail and verbal communication skills.


• High proficiency navigating computers and computer programs.


• Employee Relations experience required

Bonus Points:

• Previous leadership experience preferred.

 Education:

• GED, High School Diploma, or higher.

 Travel:

• 10%

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by calling 1-877-778-8707.

Park Place Technologies is an Equal Opportunity Employer M/F/D/V.

Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes. If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to careers@parkplacetech.com. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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