Service Center Site Supervisor - FAA
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POST DATE 9/14/2016
END DATE 10/14/2016
Chickasha Nation Industries
JOB DESCRIPTIONThe Service Center Site Supervisor leads and coordinates onsite staff activities of the helpdesk call center.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken.
Manages the Service Center helpdesk call center staff and corresponding work schedules. Establishes priorities, and delegates workload accordingly.
Coaches and trains staff in established quality processes, procedures and expected project deliverables.
Resolves conflicts, and serves as an escalation point for urgent or highly-sensitive client issues.
Serves as a subject matter expert (SME) for the helpdesk call center team. Provides daily input and support to assist with operations.
Works to improve customer service quality results. Establishes and communicates related service metrics. Studies, evaluates and redesigns processes, as needed.
Monitors / analyzes results, and implements changes.
Participates on Information Technology Service Management (ITSM) development teams. Helps to enhance the use and reporting capabilities of ITSM systems.
Remains up-to-date on deskside support best practices by participating in educational opportunities, reading professional publications, networking and participating in professional organizations.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions as the best of own ability.
Bachelor's degree in Information Technology, Business Management or a related field of study and a minimum of three (3) years IT call center experience with a minimum of two (2) years serving in a supervisory position with more than 15 call center agents.
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Operational knowledge and advanced skills in the standard tools, concepts, practices and procedures of incident management, service desk support, knowledge management, and BMC Remedy
Expert computer skills
Solid organizational and leadership skills relevant to carrying out day-to-day responsibilities
Ability to guide others and to generate policies / procedures related to helpdesk call center operations
Ability to effectively lead, supervise and train others
Exceptional skills in planning and prioritizing the work of others in a helpdesk call center environment
Excellent critical thinking skills with ability to identify, analyze and resolve problems / complex issues
Exceptional verbal and written communication skills
Exceptional customer service and relationship-building skills
Detail-oriented with ability to manage multiple projects and priorities
Ability to learn and apply new knowledge in a fast-paced environment
Ability to effectively work both independently and in a team environment
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
CERTIFICATES, LICENSES, REGRISTRATION
HDI certified or can achieve HDI certification in 12 months
Ability to read, analyze, and interpret general business periodicals, professiona1journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.","Bachelor's degree in Information Technology, Business Management or a related field of study and a minimum of three (3) years IT call center experience with a minimum of two (2) years serving in a supervisory position with more than 15 call center agents.