Production Services Lead

This job is responsible for monitoring and/or running the day-to-day operations of critical line of business technology platforms and/or business continuity. Key responsibilities include providing problem/incident management, maintaining operational readiness, supporting associates, change management, reviewing, and quality auditing, and supporting communication deliverables. Job expectations include coordinating across operational and support partners to resolve time sensitive and client facing issues, escalating and opening incident tickets or working a queue of pending requests. Responsibilities Monitors and reacts to various intake and communication channels to identify issues and business needs impacting supported groups Gathers and analyzes information about impacting issues or incidents to provide a clear picture of the issue to production support teams as needed, including triaging issue through direct interaction with supported line of business leadership and agents Escalates issues impacting multiple agents and providing support for the assessment, communication, and coordination for resolution of the issue Leverages data to bring attention to areas of opportunity related to contact center performance Provides training and communications to ensure appropriate usage of technology solutions Leads the planning of larger scale change events including the assessment of the impacts and integration approach to the business which may include testing, training, and communication Engages with technology and other partners for project support, key updates and synchronization across near and long term event horizons Required Qualifications 1+ years of experience in a Business Operations and/or Technical background 1+ years of experience in Resource Planning Operations Relationship management skills (advise, influence, and consult) Strong analytical and problem solving skills with attention to detail, accuracy and follow up Excellent written and verbal communications skills Excellent planning, organizational, and time management skills Forward thinker and flexible with evolving environments Ability to manage multiple and sometimes competing priorities Confidence under pressure leading a diverse audience of technicians, business partners and/or executives Desired Qualifications Prior experience in contact center or production support environment System knowledge (IEX, Remedy, SharePoint, Synergy) Proficient with MS Office: Excel, PowerPoint, SharePoint, Outlook Ability to work independently and with the team, self-motivated Schedule flexibility (willing to support on-call rotations as needed) Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy Shift : 1st shift (United States of America) Hours Per Week : 40 Pay Transparency details US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501) Pay range $83,900.00 - $117,600.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible. This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company. Benefits This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve. #J-18808-Ljbffr