[Hiring] Manager End User Support @Alorica

Role Description

Leads project teams and partners with other functional departments to identify business needs and create solutions for external clients and internal customers.

• Works with cross-departmental teams to ensure that project deadlines are met and output quality consistently meets or exceeds predetermined team and departmental goals.
• Accountable for the performance and results of a team within own discipline or function.
• Manages escalations as they occur.

Responsibilities

• Manage configuration, testing, installation and advanced troubleshooting of IT issues
• Manage training and supervision for complex installation by Tier 1 and 2 support staff
• Identify product improvements to maximize customer satisfaction
• Responsible for managing EUS IT staff including but not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; administering salary; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Adapts departmental plans and priorities to address resource and operational challenges. Manage escalations to resolution.
• Interfaces with clients and/or internal departments to discover, examine, identify, quantify and qualify their business needs.
• Develops and implements project and conversion plans that deliver IT solutions. Prepares data and process models and performs quality reviews and testing.
• Promotes process improvement steps within team (tracks, sets measures, analyzes, and outlines implementation plans).
• Develops, implements, and maintains policies, procedures, and training materials.
• May manage vendors and contractors for products and services.
• Accountable for the performance and results of a team within own discipline or function.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.

Company Description

Chez Alorica, nous n'avons qu'un seul objectif : améliorer la vie des gens, une interaction à la fois. Nous sommes un leader mondial dans le domaine du service à la clientèle et de l'expérience client, au service des plus grandes marques mondiales avec des dizaines de milliers d'employés répartis dans des centaines de sites à travers le monde.