Sr Manager Systems Mgmt
CurrentManager of a diverse group of individuals with the common purpose of assisting our customers and improving the agent experience by resolving issues that impact the ability to perform their jobs efficiently. This includes critical issues, business communications, workaround procedures, impacts and wrap-ups. Our team advocates for the agent experience which translates to an improved customer experience. Continuous suggestions for improvement are provided to IT along with identifying and addressing educational gaps and updates to the knowledge base. Monitoring trends helps identify problem areas to focus our attention to provide creative solutions. With the team’s business knowledge they can anticipate issues before they happened to avoid negative impact. The IT Service Management team provides 24/7 support for our CRM application, middleware, supporting technologies (i.e. OMNI), and partner applications. We provide change management support for both internal and external (Infrastructure) changes. Lead cross partner engagement to ensure smooth coordination and communication between partners and awareness of system activity that may impact our business. Produce month end technology summary reports and availability reports. Our focus is on the customer, we manage Pilot initiatives and Soft Launch of new offerings. Gain insight into our business’s pain points through live side-by-side agent listening sessions, frequent feedback gathering get togethers and an IT Newsletter.
