Call Center Manager

Call Center ManagerTech Tammina LLCJob Description3+ years call center support1+ years NICE call recording applications support1+ years supporting dialer applications support1+ years telephony supportWorking knowledge of Workforce Management application1+ years SQL/Oracle database supportDemonstrated experience in a production/support environment with functional experience in change and incident managementProven experience administering Windows and UNIX based operating systemsBasic knowledge of networking technologyDemonstrated superior written and verbal skills, along with the ability to effectively interact with all levels of the organization including both internal and external customersAbility to work collaboratively in a team environment and operate effectively in stressful situationsProven ability to take the lead in learning tools and processes and promotes effective use of technology to solve business problems; provides mentorship to peers in the sameProven experience developing proactive processes designed to alert/eliminate issues before they escalate in priority or business impactQualificationsApplication support for Telephony (ECCS applications)Interface directly with the clients and vendors to troubleshoot issues.Acknowledge, troubleshoot, resolve, escalate and determine root cause for Service Center tickets within SLAChange releases (ITSM)- Perform documented plans for system changes, upgrades, installations and outages and follow all change management guidelinesMonitor/Develop proactive processes designed to alert/eliminate issues before they escalate in priority or business impactComplete end-user access requests and other work requests according to service level guidelinesIdentify areas where efficiencies can be gained using proactive approach through collection and analysis of metrics