Sr. Manager - Service Center of Excellence

With over 140 years of innovation and service excellence, Burroughs keeps technology running for some of the largest financial institutions and retailers across North America. Through our North American network of field service professionals and digital support teams, we deliver full lifecycle management for payment and transaction automation, self-service, robotic, and IoT technologies-ensuring our customers experience maximum uptime and performance every day.

At Burroughs, we believe in growing our people as much as we grow our technology services. Many of our leaders began their careers in the field, and their success stories continue to inspire new generations of technicians, engineers, and support professionals. Our work is diverse, dynamic, challenging, and rewarding-but for those with curiosity, integrity, and a drive to learn, Burroughs is a place to build a lasting and meaningful career.

Job Summary:

Serves as the leader for the Elmhurst, IL based Service Center of Excellence, with full operational accountability for daily call center, project scheduling, and technical support performance. Directs hiring, training, coaching, and performance management of staff to meet defined KPIs, including SLA attainment, call quality, and productivity targets. The role owns and administers the workforce automation platform (Oracle Field Service), optimizing technician routing, scheduling, and utilization to improve first-time fix rates and reduce service cycle times. The Manager establishes schedules and work procedures and recommends improvements to increase efficiency across the Service Center of Excellence.

Essential Functions/Key Responsibilities:

• Leads execution of remote support operations by standardizing workflows, implementing knowledge management practices, and driving rapid technician onboarding and speed-to-competency. Develops and maintains a centralized knowledge base, ensuring timely updates and adoption across field and support teams.
• Establishes and enforces daily operating procedures, staffing models, and shift schedules aligned to call volume forecasts and service demand. Continuously evaluates operational data (e.g., wait times, abandonment rates, resolution times) to identify gaps and implement targeted process improvements.
• Partners with cross-functional leaders to deploy system enhancements, improve customer experience, and increase operational efficiency. Acts as the escalation point for complex service issues, ensuring timely resolution and clear communication with internal and external stakeholders.
• Oversee daily functions, strategic planning, and performance metrics for the Service Center of Excellence.
• Primary point of communication with the Customer Service Managers and Field Service Managers for all customer escalations.
• Provide consistent high quality & innovative solution leadership on OFS (Oracle Field Service) by managing the Service Center of Excellence and supporting the Field Service Managers to arrive at optimal solutions.
• Coach and mentors the team members of the Service Center of Excellence based on performance to KPIs (promotion, disciplinary actions, career goals, etc.)
• Prepare documentation detailing delivered solutions, integration & migration strategies, as required.
• Promote knowledge by sharing lessons learned, innovations or new skills with team members.
• Develop and implement strategies to improve quality, efficiency, and customer experience, incorporating industry best practices and technology advancements.
• Excellent problem solving, critical thinking and analytical skills with the ability to exercise mature judgment.
• Excellent customer-facing and interpersonal skills with the ability to build rapport with all stakeholders.
• Implements the necessary administrative procedures to monitor, log, and track technical problems and/or user
• Assist log, monitor, enforce continuous improvement actions across all Service Operations.
• Leads the daily alignment call supporting the team achieve daily service commitments. This includes logging actions and driving them to completion across the Regional Director level. This will require preparing reports to show performance across several KPIs.
• Recommend equipment upgrades, staffing adjustments, process modifications and may recommend product or service modifications.
• Leader of 2-4 Supervisors from the Service Center of Excellence.
• Ability to travel to other Burroughs or customer facilities as required.

Education and Experience:

• 5+ years of job-related training and experience, including 2 years of supervisor experience, or
• Technical or Business degree or equivalent work experience preferred
• Prior customer service or equivalent problem-solving experience required

Knowledge, Skills, and Abilities:

• Ability to work independently and manage multiple task assignments.
• Strong knowledge of currency automation systems (e.g., ATM, TCR, TCD, iSafes)
• Ability to design and deploy call center training programs, call processing workflows, and quality standards
• Manages a shift or multi-department area
• Strong knowledge and productivity in Microsoft Office and desktop productivity tools
• Problem solving and analysis skills
• Team centered/work well with co-workers to resolve issues and problems
• Customer Service focus
• Strong communication skills (verbal and written)
• Ability to document and maintain KPIs across service operations aligned to continuous improvement
• Strong leadership skills

Physical Requirements and Working Conditions:

• This is largely a sedentary role, requiring use of typical office equipment such as a computer, laptop and cell phone.
• This job is operated in a professional office environment
• Up to 10% of travel required

Burroughs is an Equal Opportunity Employer and Drug Free Workplace. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.