Support Center Manager Resume Samples

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R Shanahan

Reese

Shanahan

8680 Nyah Station

Dallas

+1 (555) 137 3643

8680 Nyah Station

Dallas

Phone

p +1 (555) 137 3643

Experience Experience

Dallas, TX

Assistant Manager, Treasury Support Center

Dallas, TX

Gusikowski, Koch and Corkery

Dallas, TX

Assistant Manager, Treasury Support Center

Direct daily operations of the Bank’s Treasury Support Center
Lead various application user annual recertification and Security Awareness Training efforts by: managing staff resources; distributing workload; and, evaluating workflows for opportunities to improve efficiencies
Lead weekly and monthly staff coaching; complete annual performance planning and assessment process
Coach staff to set goals and provide resources to help achieve those goals
Assess each unit’s compliance with controls and procedures
Conduct regular monthly staff meetings and weekly unit meetings
Oversee hiring for open positions when necessary

Detroit, MI

Support Center Manager

Detroit, MI

Ryan LLC

Detroit, MI

Support Center Manager

Work closely with the Manager of Support Services to provide feedback on staff performance, issue trends, major incidents and improvement ideas
Provide monthly KPI’s to IT management which will be used for Risk assessment
Gather and analyze metrics to benchmark the support center’s workload / performance and identify trends in call center issues
Develop and maintain operational IT Support Center procedures / policies and mentor support center staff for adherence
Monthly job performance evaluation
This role manages the process ownership of the following standards
Join the support center queue when the call volume exceeds the capacity of the current staff level and assist with customer issue resolutions

present

New York, NY

Support Center Lab Manager

New York, NY

Quitzon LLC

present

New York, NY

Support Center Lab Manager

present

Handles all requests for addition, change and removal of voice and data networks and equipment
Provides supervision as necessary to lab administrators
Ensures the lab and support center are properly managed from electrical, HVAC and fire safety points of view
Manages all equipment and IT ordering associated with the lab and support center
Maintains all communication with internal and external stakeholders related to the support center lab and center, including voice and data networks
Makes sure rack space is used in an optimal manner
Handles all requests for installation, change and removal of equipment in the lab and center

Education Education

Bachelor’s Degree in Decision Making When Impact

Bowling Green State University

Bachelor’s Degree in Decision Making When Impact

Skills Skills

Excellent client service skills
Demonstrated ability to deliver IT projects on-time and budget
Excellent documentation / reporting / analyzing skills
Excellent oral and written communication skills
Thorough knowledge of Microsoft OS / applications
Understanding of hardware / software trouble-shooting skills
Thorough understanding of ServiceNow or similar cloud-based service management system
5 years IT experience
Demonstrated experience successfully working in cross-functional project teams
5 years IT Support Center or Call Center experience

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15 Support Center Manager resume templates

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Support Center Manager Retail & Attractions Resume Examples & Samples

Adheres to all company policies, procedures and safety standards
Maintain warehouse operations
Manage warehouse using Good Manufacturing Practice (GMP)
Manage Fleet Operations of Company vehicles to include inspections, service schedule and maintenance, and insurance
Effectively communicate with internal customers on matters that affect their business
Accurately utilize the WinRetail system and other tools to produce work results
Must be able to communicate cross various functions of the business
Develop and maintain an effective supply network capability that enhances speed, cost effectiveness and process performance in order to support customer-focused initiatives
Investigate and identify root causes of any facility safety or security incident or environmental regulation non-compliance in order to prevent reoccurrence
Execute inventory management process to include, cycle counting and/or annual physical inventories using inventory system reports, inventory location software and count sheets in order to ensure inventory accuracy
Identify costs, process improvements and operating efficiencies in supplier processes and others in order to generate cost savings for the Company
Give direction to and manage others by offering approaches to be used and following up to ensure timely and quality execution against expectations
Develop standards/specifications for quality, delivery time and lead-time for orders in order to support customer-focused initiatives
Inventory Management: Optimize inventory levels using statistical model to design min/max/reorder levels. Knowledge of asset management procedures, policies and information used to optimize inventory levels and /or fill rates (e.g., balance inventory levels against inventory carrying costs)
Logistics Management: Ability to strategically align distribution processes to fulfill customer requirements. Basic knowledge of supply chain integration, logistics network designs, transportation management and warehouse management best practices. Ability to use supply chain knowledge to negotiate freight rates
Capacity Planning and Management: Knowledge of multiple levels of the supply chain used to analyze contingency points, labor staffing and feedback on supplier capacities. Ability to predict suppliers’ capabilities to deliver goods and service necessary based on company system and industry trends. Ability to translate all supplier capabilities associated with commodities, products and/or services. Ability to align supplier capabilities with Company strategy. Ability to comprehend supply/demand market conditions
Negotiation: Exploring alternatives and positions to reach outcomes that gain all parties’ support and acceptance; striving for outcomes that are a win-win for all parties involved
Customer Focus: Making customers (external and internal) and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships; creating and executing plans and solutions in collaboration with the customer
Warehouse/Facility Layout Design: Knowledge of warehouse/manufacturing layout or design elements (e.g., product flow, storage requirements) necessary for effective manufacturing or warehousing

Global Command Center Services Platform Support Manager Resume Examples & Samples

Serve as the initial consultation point for all staff that require direct supervisory inputs to handle an operational situation, senior platform leads, and senior management, as necessary
Retain and recruit top level staff member and foster the development of those individuals who want to take a leadership role
Foster a collaborative work environment and maintain a floor presence and approachability that enhance the performance of the team and maintain a culture of operational excellence
Assist in escalations and senior/executive management communications during high severity incidents
Drive continuous process improvement through direct input to the management team based on the daily operational challenges within the functional team
Assist in preliminary assessments/screenings of applications for positions in the Command Center
Possesses the necessary technical skills and managerial acumen required to drive critical issues to resolution through direct engagement and collaboration with partner organizations across CTI

Global Command Center Services Platform Support Manager Resume Examples & Samples

Effective prioritization skills and high energy
Ability to work in a fast-paced operations environment
Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload
Ability to articulate technical information to large audience with various levels of technical knowledge base, including a business management audience that may lack a deep technical understanding of internetworking technology solutions
Ability to drive communication between Command Center business lead and IT
Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence
High sense of urgency and commitment to exceeding customer expectations
Strong personal work ethic that inspires excellence and enthusiasm amongst peer group
Resilient and highly responsive in overcoming adversity
Ability to work through a multitude of challenges/obstacles in order to achieve the desired end result
Ability to provide clear and detailed documentation of all technical troubleshooting tasks performed on all incidents in order to maintain proper continuity in a 24x7 operations center environment
Ability and willingness to operate within tightly controlled operational procedures
Proficiency in managing customer satisfaction requirements within the confines or operational procedures to achieve a suitable outcome for all stakeholders
Demonstrated technical competencies and history of increased responsibilities during previous job responsibilities
Strong dedication towards continual growth and self-improvement including year-over-year progression in industry certifications and overall technical proficiencies and knowledge base
Strong analytical, organizational, written and interpersonal skills

Support Center Lab Manager Resume Examples & Samples

Ensure the lab and support center meets or exceeds all required safety and security requirements
Be responsible for all aspects of the labs, including equipment, employees, supplies and documentation
Train resources on the correct use of lab equipment, mentors and disciplines all staff accessing the LABs
Makes sure the appropriate industry standards, safety regulations and best practices are followed
Schedules equipment use and physical access to the lab
Manages all equipment and IT ordering associated with the lab and support center
Handles all requests for installation, change and removal of equipment in the lab and center
Makes sure rack space is used in an optimal manner
Coordinates all client requirements for lab and support center equipment and networks
Ensures the lab and support center are properly managed from electrical, HVAC and fire safety points of view
Handles all requests for addition, change and removal of voice and data networks and equipment
Maintains communication with internal IT teams to meet deadlines for lab and support center changes
Responsible for all aspects of the lab and support center backup and recovery plan
Advises on solution design when preparing the design on new missions and projects
Supports the center with various projects related to the IT infrastructure
Provides supervision as necessary to lab administrators
Maintains all communication with internal and external stakeholders related to the support center lab and center, including voice and data networks
Responsible for the successful deployment of workstations to new employees, ensuring workstations are available and operational
Cisco CCNA Certification or equivalent experience with Cisco Routing and Switching equipment
English: Fluent (B2-C2)
Cisco CCNA Certification
At least 12 months of relevant experience in the technical support industry
Knowledge and experience with Cisco Products

Senior Manager Patient Access & Support Center Resume Examples & Samples

Responsible for the ongoing management of current and future reimbursement HUB services with a focus on operational excellence in support of patient and brand objectives
Oversee reimbursement HUB operations including: management of staffing, rules of engagement, SOWs, SOPs, exception processes and collateral materials
Develop metrics to track and assess performance against strategies and goals
Primary Takeda contact for HUB interactions and communications with and between vendors(s) and key internal stakeholders; responsible for providing organizational updates related to strategic reimbursement and support service programs
Responsible for developing and maintaining a solid understanding of areas related to product reimbursement including coverage policies, coding, claim processing and establishing themselves as Takeda’s SME for reimbursement
Responsible for building effective working relationships with internal colleagues across various departments within Takeda including Marketing, Managed Markets, Sales, Medical and Scientific Affairs, Specialty Operations, Training, Compliance and Legal regarding all reimbursement and support service related programs
Utilize insights gained to develop, implement and communicate process improvement strategies
Identify and communicate strategic insights and trends in health plan coverage, reimbursement and patient access
Develop strategic recommendations and implementation plans for future Takeda patient services programs that achieve brand specific patient access objectives and KPIs at launch and throughout the product lifecycle
Support the annual brand planning process with data driven reimbursement services insights
B.A. or B.S
7+ years health care industry experience, pharmaceutical experience desirable. Graduate degree or advanced training in business or related field preferred
Manage complex projects, think strategically and understand details
Ability to partner, build relationships and influence decision making within multi-disciplinary teams both internally to Takeda and externally across the pharmaceutical industry
Familiar with Buy and Bill reimbursement
Extensive understanding of the pharmaceutical industry and the competitive environment
Manage and influence on multiple organizational levels
Broad, in depth knowledge of reimbursement and other patient and provider support services is desired but not required
Established standard of excellence for independent personal performance
Ability to structure and execute projects independently
Strong healthcare customer orientation and customer management skills
Strong vendor management skills
Strong conflict management and resolution skills
General finance, budget management skills required
“Customer First” customer service orientation. Puts the customer at the center of all business activities

Deal Support Center Bid Manager Resume Examples & Samples

Create awareness of Managed Print Services offerings
Gathers and assess customer’s business and technical needs and challenges related to their printing environment. Articulate Value proposition and identify additional grow area (upsell, opportunity expansion, cross countries, …). Collect and/or Build relevant materials to enable Sales opportunities cross EMEA
Understand Customer Governance and key stakeholders for decision making process. Develop Customer knowledge/Business Intelligence
Work with DSC Services Architect to Develop Services & Solutions scope, Design and pricing
Architects an appropriate end to end solution to meet the customer's business and technical requirements while remaining price competitive. Adapts solution design to evolving requirements until closing phase
Document deal assumptions, costing, pricing, risk plan, proposal and customer presentation and SSOW
Coordinate with Key Account Managers / Country Account Managers/ MPS Sales or other HP functions to ensure Bid engagement and closing phase within targeted accounts to secure Engagements success
Advances opportunities through the use of effective consultative selling techniques and builds customer loyalty acting as a trusted advisor
Maintains excellent communications with customer executive management across EMEA and actively drives deal closing
Bachelor/Master degree
Experience in multi-cultural environment
Strong communication skills and Leadership; Positive can-do attitude; Customer centric approach
Sales CRM Toolset

Admissions Support Center Manager Resume Examples & Samples

1+ years of direct supervisory experience in admissions team or call center environment. Behavioral Health or healthcare background
2+ years of Sales training / coaching experience highly preferred
Demonstrated ability to manage by conversion rates & goals
Associate’s degree or higher required
Knowledge of behavioral health & addiction treatment is a plus
CRM system experience such as Salesforce, required
Proficient computer skills required in Microsoft Word & Excel
Must be able to work Sunday-Thursday and holidays if they fall within these days. Specific times are: Sunday, 9am-7pm; Monday & Tuesday, 11am-9pm, Wednesday, 1pm-11pm & Thursday 10am-8pm

Remote Support Care Center Manager Resume Examples & Samples

Responsible for managing a team of highly skilled remote support engineers that provide technical support to customers with HP Indigo products in the AMS regions
Responsible for all KPI including TCE, Net Promoter Score, RER, and Service level while improving Employee Engagement through ongoing employee development, coaching, and communications
Develop solid technical management processes to cover NPIs, technical career path and curricula requirements for all members of the team
Develop staffing model required to deliver appropriate customer experience while develop the technical knowledge of the team
Provide ongoing performance management of the workforce trough optimal people management process from hiring, basic day to day people management to promotion and exiting processes achieving high levels of productivity, teamwork and effectiveness from all members of the team
Deliver solid day to day operations management in a high demanding customer production environment
Maintain ongoing working relationship with Indigo Customers, WW Care Centers, Application tech group, WWTS, GBU, R&D, CPE, Indigo Sales and Onsite service organizations with the goal to improve TCE and customer loyalty through improved product reliability and performance
Previous operational management experience
Solid understanding and experience of Customer Service business
People management experience
Minimum 5 years of experience in leading successful operational teams
Innovative, creative Business oriented leader
Collaboration and coaching individuals
Customer Oriented leader

Integrated Support Center Team Manager Resume Examples & Samples

Directs the efforts of others in the achievement of the strategic and operational objectives of the group. Manages the hiring, staffing and maintenance of a diverse and effective workforce
Responsible for career development/planning, performance and pay discussions of team members
Leads team to create and sustain an operating environment that is reviewing capacity, performance and
Volume trends while being cognizant of service and continuity objectives
Establishes and recommends changes to policies, procedures, processes and tools, which affect global organizations
Oversees real-time management, staffing level requirements, forecasting and workplace scheduling in call center
Provides direct supervision to a large team of operational, production, sales, service or administrative team members or a small staff of professional level team members
Contributes to area by ensuring quality of tasks/services provided by self and others
Accountable for budget, schedule, and results of a project team or work group
Supervised team will generally perform multiple tasks and possess a variety of skills and/or knowledge
Provides training and guidance to others
Resolves data integrity issues
Improves processes
Presents problem analysis and recommends solutions in a creative and logical manner
Strong Communication skill
English written & spoken
6+ years people management experience
Ability to handle high velocity/volume situations
Thorough presentation, development and interpersonal skills

Automation Support Center Manager Resume Examples & Samples

Develop and manage the Automation Support Center team to deliver best in class customer service to the industrial automation customer in the Colorado and Wyoming markets
Provides services and solutions with a high level of technical and application support
Train staff to be able to become the technical adviser for customers and internal employees
Support the sales efforts aligned with the industrial/automation suppliers
Works with our functional support teams to remedy issues and establish systematic resolutions
Hire, train and develop employees to achieve highest level of effectiveness and customer satisfaction
Implement local training programs with internal sources, vendors and suppliers, outside schools or training programs
Manages, directly or indirectly, all employees involved in order fulfillment
Identifies training and development needs and implements approved action plans to ensure compliance with Division Operations directives
Manages the sales order process to ensure efficiency, effectiveness and compliance with company OpX procedures
Builds community relationships to support sales strategy
Works with outside sales resources and product/market specialists to develop customer sales and growth strategies
Develop Supplier Growth Action Plans with key suppliers for the branch and area
Four-year degree or equivalent
Management leadership skills
Minimum two years' experience in Electrical Distribution or similar industry

Customer Support Center Manager Resume Examples & Samples

Manage a team of Technical analyst providing and managing project assignments through successful completion. Manage all other aspects of the department including development and maintenance
Key liaison between numerous business departments and I.T
Key liaison between multiple business functions as a cross functional support
Translating and communicating complex data in summary form. Output should be easily understood and actionable
Capture and document business requirements and translate those to functional specifications. This includes formulating workflow diagrams outlining the process
In collaboration with the CSC Management team, establish applications and reporting functions that support the efficient execution of Customer Support Center. Ensure that all department heads and supervisors have a clear understanding of the applications and reports
Work with business end users to analyze business problems, determine requirements, and specify appropriate technical solutions
Four (4) to five (5) years of supervisory or complex project management experience (required)
Three (3) to five years of experience in analytical reporting (Preferred)
Crystal Report Development experience, including the utilization of sub reports to resolve data from multiple data sources, SQL embedded reports, while heavily considering accuracy and runtime performance. (preferred)
Superior comfort in an uncertain and ambiguous environment with the flexibility to shift across a range of projects as priorities demand
Ability to thrive under pressure, combining accuracy with a sense of urgency to deliver exceptional work under tight deadlines
Proactive self-starter with an ability to independently ramp up on projects
Project management skills with an ability to lead teams to collect data, establish facts, assess results, and draw sound, logical conclusions
Strong sense of professional skepticism with an ability to objectively identify weak assumptions, misleading data, and gaps in logic
Exceptional analytical abilities with a broad understanding of business, financial, analytical, statistical, and strategic concepts
Ability to structure complex and ambiguous problems and apply a rigorous data-driven analytical approach to any question
Excellent storytelling skills: present complex information in a concise, compelling way across all levels of the organization through presentations, dialogue, and written communication
Strong experience working in the Microsoft Office suite of products, including MS Word, Excel, Access, PowerPoint, Project and Visio
Experience communicating with an outside vendor to determine requirements, troubleshoot issues and to identify solutions
Possesses a general understanding of a model IT structure and methodology. Understands the processes revolving around support, development and engineering
Possess a high degree of initiative, self-motivation and resourcefulness. Ability to work independently with minimal supervision under rigid time constraints
Excellent analytical, problem solving and organizational skills
Superior teamwork and strong customer service focus
Honest and trustworthy, exhibiting sound business ethics

Customer Support Center Manager Resume Examples & Samples

Achieves call center operational objectives by contributing information and analysis to organization strategic plans and reviews; preparing and completing strategic and operations plans; developing customer interaction models; completing system audits; developing and monitoring quality assurance, procedures, and response methodologies
Develop, implement, and maintain short-range and long-range strategies to improve internal operational processes and efficiencies in a deadline driven environment
Focus on operational quality, problem resolution, systemic improvements, productivity, and customer response/satisfaction
Develop, evaluate, implement, monitor, and communicate department processes, metrics, incentives, goals, and objectives
Oversee operational staffing; manage and monitor direct reports, holding team accountable to meet and exceed performance targets to ensure achievement of overall business objectives
Train/coach employees in organizational policies and procedures and provide ongoing user support
Handle escalations regarding external and internal inquiries regarding operational support and facilitate the resolution of issues as they arise in a timely, professional and concise manner; tracks and disseminates all customer feedback for use in one-on-one coaching, global performance adjustment and improvements to service delivery
Responsible for trouble shooting and resolving discrepancies
Perform staff management and administrative duties of; recruitment, training, performance, evaluation, development and disciplinary actions
Manage staffing and budgetary requirements; set department performance standards
Personnel development
Five to eight years of operations experience in the financial services industry
Three or more years of supervisory/management experience
Advanced knowledge of operation functions, systems, policies and procedures for the assigned area
Well-developed customer relations skills

Remote Support Center Manager Resume Examples & Samples

Manages 24x7 Help Desk and Network Operations Center
Plans staffing requirements to meet call volume and service needs
Planning, reviewing, and approving work schedule and time off
Managing and coaching to organizational goals
Develops training programs for shift leaders and subordinates
Responsible for high quality service delivery via inspection of activities and results
Responsible for interviewing candidates and making hiring decisions
Writing and delivering Employee Performance Reviews
Engaging in and leading employee retention initiatives
Provides pre-sales and post-sales support
Responds to escalation issues from team members and customers
Analyzing trends in issue reporting and formulating preventative solutions
Expected to offer suggestions for noted process improvements and develop new standard operating procedures
Proven dedication to enabling quality through continuous improvement
Proven success at developing a team culture
Strong working knowledge of Microsoft Excel required
Analytical approach to resolving complex issues or opportunities
Ability to remain calm and effective in high stress situations
Ability to balance priorities of multiple requirements from multiple people
Excellent communication skills - oral and written presentation abilities
Works well with team members and cross-departmentally; excellent interpersonal skills
5 years of experience successfully managing technical resources
5 years of either help desk, call center, or network operations center management experience

Manager, Employment Support Center Resume Examples & Samples

Understand metrics and analyze detailed reporting to develop action plans to resolve issues and drive results and productivity
Minimum 3-5 years recruiting/employment experience required
Prior supervisory experience required
Prior knowledge and experience with Taleo internet recruiting system preferred
Ability to communicate with outside vendors as well as train all levels in Macy’s Inc
Must have above average mathematical skills, including the ability to compute rates, ratios, and percentages, and the ability to work with mathematical concepts such as probability and statistical inference
Ability to analyze data and shift work load based on findings
Keen sense of urgency and ability to prioritize a changing workload
Desire to share knowledge and solve problems
Results-oriented and attention to detail and accuracy
Well-developed planning and supervisory skills with follow-though to ensure results are achieved

Operations Manager, Hiring Support Center Resume Examples & Samples

Customer Service, Process Improvement, Decision Making, Developing Processes, Planning, Analyzing Information, Developing Standards, Emphasizing Excellence
Ability to communicate effectively verbally and via email
Ability to link day-to-day activities with overarching strategic goals
Strong computer skills with experience using Excel, Access, and other analytical software
Translate data to actionable outcomes
Experience resolving customer concerns including communication with executive level management
Ability to translate business strategy into directions, plans, and measurable objectives
Extraordinary leadership skills

Support Center Finance Manager Resume Examples & Samples

Bachelors degree in Accounting/Finance, MBA and/or Big 4 experience preferred
7-10 years experience providing analytical support (experience in large international company preferred)
Experience interacting with Sales and Marketing units preferred
Must be a self-starter with strong problem solving skills
Individual must be able to clearly identify objectives and meet end goals
Ability to balance long-range vision with an appropriate attention to immediate detail
Proven ability to address challenges and work with a results-oriented team
Organization skills – can plan, execute, and control multiple tasks. Can take direction from multiple people
Communication skills – excellent written and verbal presentation skills; good listening skills
Interpersonal skills – can work effectively with both internal and external cross-functional personnel at all levels of the organization
Executive presentation skills – demonstrated experience interacting with highest levels of the organization
SAP experience desired
Excel, Word and PowerPoint experience required
Travel minimal, less than 10%

Technical Support Center Manager Resume Examples & Samples

Key member of the team task to open, launch and staff the facility
Identifying new customers and revenue opportunities for the location
Shifting into high gear in a fast-paced warehouse environment
Assisting outside sales in identifying, growing, developing, and maintaining wholesale accounts
Building, guiding and developing an engaged team environment to deliver world class customer care and business results
Facility maintenance and management
Facilitate the utilization of the TSC for training purposes when required
Navigating towards continuous improvement in processes and procedures
Overseeing World-Class facility safety procedures and standards

Manager of Operations Support Center Resume Examples & Samples

Develop and direct all aspects of an operations support center, supporting department policies, objectives, and initiatives
Accomplish organization goals by accepting ownership for accomplishing new and different requests
Collaborate on and implement the design of systems to gain customer feedback for Brink’s, identifying issues leading to customer dissatisfaction, and researching underlying root causes
Develop broad influence through a robust set of internal/external relationships across the organization; promote win-win outcomes within, among and across teams, using the diverse perspectives of others to achieve results and improve the customer’s experience
Develop recommendations for solutions, seeking support for implementing solutions and leading efforts to resolve issues
Prepare performance reports by collecting, analyzing and summarizing data and trends
Meet financial objectives by estimating requirements and managing an annual budget
Develop a plan to keep customers informed of change to support policies which could impact the client's business
Meet Service Level Agreements (SLA)
Achieve quality and continuously improve services
Participate in product quality review and complaint investigation processes as needed
Minimum of 7 year(s) experience in operations, managing larger teams with cross functional disciplines such as back office and queue based processing
Minimum of 5 year(s) of direct management experience; including coaching, mentoring and team development
Must have operations management experience in a financial, banking, or package logistics setting
Experience managing teams of 50 or more individuals
CRM experience
Managing to KPI’s, development of metrics and dashboards
Experience managing both external and internal customer needs
End to end operations life cycle experience strongly preferred
Experience managing multiple sites
Ability to manage and prioritize multiple competing projects
Capable of creative solution-generation
LEAN/Six Sigma Certification preferred
Experience managing a team of claim professionals
Strong technical and reconciliation skills within the banking industry
Advanced influencing skills with the ability to view issues through a company and customer lens
Exceptional written and verbal communication abilities
Excellent interpersonal and presentation skills
Advanced analytical, financial modeling and critical reasoning skills

Support Center Manager Resume Examples & Samples

Lead the support staff by defining and establishing schedules, setting priorities, providing support / direction and dealing with administrative issues as needed
Gather and analyze metrics to benchmark the support center’s workload / performance and identify trends in call center issues
Work closely with the Manager of Support Services to provide feedback on staff performance, issue trends, major incidents and improvement ideas
Promote excellent and consistent client service, effective response times and provide expert insights into general support issues
Enforce quality of service guidelines for dealing with customers, completing services and overall customer satisfaction
Provide monthly KPI’s to IT management which will be used for Risk assessment
Develop and maintain operational IT Support Center procedures / policies and mentor support center staff for adherence
Monitor the service management system for any outstanding urgent issues, major incidents and SLA breaches and address appropriately
Join the support center queue when the call volume exceeds the capacity of the current staff level and assist with customer issue resolutions
Prepare monthly call and incident / service request observations (IT Support Technician Score Cards)
Manage at least monthly One on One meetings with team as well as prepare annual staff reviews
The individual may occasionally be required to undertake duties outside of core hours including evenings or weekends where the business need arises
This role manages the process ownership of the following standards
5 years IT Support Center or Call Center experience
Ability to mentor staff / co-workers in setting goals, defining customer needs, and developing action plans to meet those needs
Thorough understanding of ServiceNow or similar cloud-based service management system
Understanding of hardware / software trouble-shooting skills
Thorough knowledge of Microsoft OS / applications
Excellent documentation / reporting / analyzing skills
Demonstrated experience successfully working in cross-functional project teams
Demonstrated ability to deliver IT projects on-time and budget
Demonstrated experience working in a fast paced, very fluid, “dynamic” environment
4-year college diploma or university degree in a technology field, and/or 5 years equivalent work experience
Preferred Certification
Direct reports

Assistant Manager, Treasury Support Center Resume Examples & Samples

Direct daily operations of the Bank’s Treasury Support Center
Lead various application user annual recertification and Security Awareness Training efforts by: managing staff resources; distributing workload; and, evaluating workflows for opportunities to improve efficiencies
Lead weekly and monthly staff coaching; complete annual performance planning and assessment process
Coach staff to set goals and provide resources to help achieve those goals
Assess each unit’s compliance with controls and procedures
Conduct regular monthly staff meetings and weekly unit meetings
Oversee hiring for open positions when necessary
Provide back-up support to other management team members when necessary
Represent department at stakeholder meetings and effectively communicate with clients at all levels including management, peers and business units within the Federal Reserve and Bureau of The Fiscal Service
Serve as point of contact for escalation of customer or application technical issues
Identify opportunities to improve call center processes and tools
Participate in contingency and call routing exercises as needed
Oversee the completion of other projects as assigned
Bachelor’s degree or commensurate education and experience
3-4 years of workforce management experience preferred
2 years’ experience in a Management role
Strong work ethic and highly motivated while being professional, enthusiastic and flexible
Strong verbal and written communication skills to effectively interact with all levels of internal staff and external customers
Ability to multi-task; managing multiple projects in a fast paced environment
Experience utilizing project management skills to assist with new business opportunities
Ability to process and assess complex procedures, practices, and polices
Ability to rapidly learn new materials and applications
Ability to make effective decisions to help resolve customer technical problems and escalate to 2nd-tier support as appropriate
Attention to detail with an appreciation for timely, accurate and well documented results
Experience in a customer service and technical help desk role
Bilingual in Spanish is a plus
Travel (10%)