[Hiring] IT Service Center Supervisor @Cardinal Health

Role Description

IT Service Center is responsible for resolving customer/client technical problems and responding to questions in accordance with service level objectives, processes, and procedures. Serves as liaison between client and IT to resolve business issues related to technologies. This is a multi-faceted role that will oversee IT Service Center Support, Reporting, Knowledge Engineering and Project Management.

• Answers questions regarding system procedures, online transactions, systems status, and downtime procedures.
• Supervises team of Business Advisors, Knowledge Advisor and Data Analyst.
• Collaborates with network services, software systems engineering and/or applications development to implement new technology, restore service and/or identify problems.
• Collaborate with CHIP/call center counterparts as needed to ensure unity of effort and alignment on key processes.
• Develop use cases that support continued investment in automation (AI, ML, RPA) and partner with internal and external partners on same.
• Maintains a troubleshooting tracking log ensuring timely resolution of problems and impact to customers and clients.
• Monitor frontline day-to-day activity to ensure SLAs are met.
• Manages client escalations with the tier teams; acts as the department On-Call contact for systemic issues and outages.

Responsibilities

• Monitor call queue statistics (calls-in-queue, speed-to-answer, talk time, etc.) and inform leadership of any issues.
• Manages WFM long term forecasting to ensure adequate IT Service Center staffing.
• Provide operational metric reports and call forecasts to senior leadership.
• Active participation/leadership in projects related to operational metrics, telecom, reporting, and staffing.
• Develop and oversee execution of goals and strategy for all areas: Reporting, Call Center Support, Knowledge, and Project Management.
• Maintain departmental attendance and active staff tracking procedures.
• Create a culture of continuous improvement in all areas: Reporting, Call Center Support, Knowledge, and Project Management.
• Prioritize workload and provide timely follow-up and resolution.
• Maintain and secure confidential information.

Qualifications

• Bachelor’s degree in Business Administration, IT/Computer Science, Communications, preferred.
• Minimum 2 years of supervisory experience, preferred.
• Strong knowledge of workforce management best practices, preferred.
• Strong knowledge of contact center performance management practices, metrics, and reporting, preferred.
• Demonstrate organizational skills, analytical skills and attention to detail, preferred.
• Strong project execution skills, preferred.
• Critical decision-making capabilities, preferred.
• Possess strong verbal and written communication skills, preferred.
• Familiarity with real-time call management software, preferably Verint/Genesys technology, preferred.
• Familiarity with IT Service Management software, preferably ServiceNow, preferred.
• Proficiency with Microsoft Excel, Tableau, and other reporting tools, preferred.
• Work effectively in a fast-paced, self-directed team-based environment, preferred.
• Innovative in respect to operational improvement processes, preferred.
• Display accuracy, timeliness, and professionalism in all activities.
• Familiarity with project management, best practices and technical writing, preferred.
• Ability to think futuristically and strategize roadmaps, preferred.

Requirements

• Coordinates and supervises the daily activities of operations or business staff.
• Administers and exercises policies and procedures.
• Ensures employees operate within guidelines.
• Decisions have a direct impact to work unit operations and customers.
• Frequently interacts with subordinates, customers, and peer groups at various management levels.
• Interactions normally involve information exchange and basic problem resolution.

Benefits

• Medical, dental and vision coverage.
• Paid time off plan.
• Health savings account (HSA).
• 401k savings plan.
• Access to wages before pay day with myFlexPay.
• Flexible spending accounts (FSAs).
• Short- and long-term disability coverage.
• Work-Life resources.
• Paid parental leave.
• Healthy lifestyle programs.