Call Center Manager

Job Description

SmartSource is looking for a Service Desk Manager for a contract to hire opportunity in Peoria, IL.

Job Title: Service Desk Manager
Job Type: Contract to Hire

Location: Peoria, IL 61601

Pay: DOE

Lead the Service Desk business at the site level. Build rewarding customer relationships and an effective high performance team owning the financial responsibility of both revenue and growth while managing the operational budget and meeting service levels. The successful candidate will lead a team of supervisors and highly skilled technicians in a fast paced, high growth, results oriented environment that meets the needs of our clients through agreed upon service levels while ensuring customer satisfaction levels are met.


Drives the Service Desk strategy at the site level
Designs, implements and executes site level IT Service Desk under the direction of the Director of IT Service Operations. Acts as primary customer contact for the site and manages site escalations. Responsible for communicating with the customer through daily, weekly, monthly meetings. Conducts a formal monthly review of SLA’s and performance matrices with customers and interfaces with customer leadership.
Leads the team at the site. Manages employee performance and development. Works with individuals on career planning, training, skills development, and ongoing one-on-one communication.
Follows Workforce Management processes and adherence to meet service level objectives.
Create staffing forecasts, schedules, time off and real time management for each Service Desk customer and the enterprise.
Manages financial performance of the site (revenue, expenses, and profit) to achieve set objectives. Works with team to investigate and develop cost savings opportunities.
Develops and maintains business relationship with all business units to utilize their services.
Builds and maintains relationships with customers in order to maximize profitability, and exceed customer satisfaction goals.
Adds value to customers by aligning site goals with their business objectives.
Analyzes and report on SLA’s and KPI’s (key performance indicators) including analysis for root cause. Delivers on related action items, removes barriers, and addresses issues.
Drives and fosters an environment of continuous improvement methodology based on ITIL best practices to improve operational efficiencies and promotes cost savings at the site location.
Recommends performance improvements to customers based on performance metrics and trends
Works with Sales team to develop opportunities for increasing sales and renewing contracts.
Leads the Site Safety Program.

Knowledge, Skills, Abilities, & Behaviors Required:

Bachelor Degree from a four-year college or university and a minimum of five years of experience in a related field, or an equivalent combination of education and experience.

• Experience managing a Service Desk or Operations team accountable for Level 1 service restoration

Strong communication skills – verbal and written.
Proven track record of Call Center and Workforce management with a history of performance improvements
Experience administrating NICE IEX and WebStation Plus
Exceptional team building, teamwork and collaboration skills
Previous experience with continuous improvement methodologies, such as Six Sigma or ITIL preferred.
Strong computer skills, including Microsoft applications, web-based applications, and CMMS software.
May be required to travel approximately 20% of the time.

Preferred Skills:

•Strong interpersonal and relationship building skills

•Superior understanding of prioritizing business objectives

•Ability to communicate and provide constructive performance feedback to individuals

•Experience coordinating service restoration across multiple organizations (including external service providers)

•Demonstrable track record of driving Continual Service Improvement within a production operation

To be considered, please send an updated Word resume to Amanda: [Click Here to Email Your Resumé] or call at 630-607-7212.

Job Requirements


Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education 4 Year Degree
Experience At least 5 year(s)
Manages Others Not Specified
Industry Other Great Industries
Required Travel Negligible
Job ID 11513-1
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Call Center Manager

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