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Operations Manager, Service Desk – Outbound Services

Iron Bow Technologies

This is a Full-time position in Chantilly, VA posted May 2, 2021.

Iron Bow Technologies is looking for a seasoned, team-focused Operations Manager to oversee a continually expanding component of a federal program. The responsibilities of this position include working with stakeholders both within the customer, and within our account executive team, to deliver excellent service to our customer via outbound calls to assist with device setup and configuration and assist with basic training to our Veteran community on mobile devices and wearable technologies. This candidate is expected to be the primary point of escalation as well as assessment of new and expanding work both within the existing staffing or exploring growth opportunity within service delivery.

The Operations Manager will work with Program Leadership to drive the vision and direction of the business, owning all operational aspects of the execution, reporting, and customer service elements including ad hoc reporting, forecasting, and developing tools & procedures for non-standard workflows. Must be able to quickly provide input and assessments into program requirements, customer expectations, meet with staff, and continually strive to provide excellent service to our customers.

This position is remote – candidates in the DC Metro area will be given priority.

DUTIES AND RESPONSIBILITIES :

  • Oversee 14+ Employees, including Supervisors and other staff, M-F during standard business hours (some weekend/after-hours work may be required for surge/large orders)
  • Create, and work with supervisor(s) to develop and maintain 30/60/90 and 12-month training plans for technicians along with annual reviews
  • Create requirements mapping and roadmaps for existing and future program initiatives
  • Provide Daily Reporting to stakeholders on prior-day call metrics, trends, and issues
  • Prepare materials and present to customer on weekly & monthly meetings
  • Track performance via KPIs to forecast for team growth, training, and new services
  • Drive improved outbound call performance through training, metric tracking, and customer feedback
  • Handle escalations and, when required, create problem management records to remediation
  • Meet/Exceed customer-driven metrics and targets (contact within x days, reporting elements)
  • Track and maintain customer furnished equipment and lab hardware list for team
  • Update ticketing system, tracking sheets, and other items (proficiency in typing and PowerPoint required)
  • Develop reporting via Excel and PowerBI dashboard to track and maintain reporting requirements for customer, as well as internal KPIs/agent activities with great attention to detail and accuracy
  • Manage and maintain access for team to contact center software, along with develop and manage via reporting
  • Ability to communicate ideas in both technical and user-friendly language, speaks clearly, confidently, and comfortably with customers and work colleagues
  • Ability to maintain composure and customer focus while troubleshooting and solving issues
  • Be accountable, on-time, and available to make calls at start of shift. Regular, reliable attendance is required
  • Strong customer service skills required
  • Be a team player!

EDUCATION/EXPERIENCE:

  • US Citizen and ability to obtain and maintain Public Trust Security Clearance
  • Associates Degree with 5 7 years experience managing a contact center, help desk, or technical support team. Candidate may have additional experience in lieu of degree.
  • Strong capabilities in reporting via Excel (Pivot Tables, Charts & Graphs, etc.) across mixed data sources
  • Excellent, Clear, concise written, oral, and interpersonal communication skills.
  • Customer Service experience, with experience managing to high CSAT and overall high-quality teams
  • Experience working in help desk ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer on phone
  • Possesses strong sense of ownership and confidence to stakeholders and customers
  • Ability to keep sensitive and confidential material private
  • Prior service military or knowledge of mobile devices, military agencies and veteran community is helpful

Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target.

Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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