TierPoint LLC Manager Enterprise Operations Center 14908 in ST. Louis, Missouri
The Enterprise Operations Manager is responsible for providing a quality customer experience to customers and employees. With focus on the day to day operations, adherence to procedure and over client experience, the Enterprise Operations Manager is responsible for the team s performance. Responsibilities * Responsible for the calculation and distribution of productivity of the team s employees. * Tracks trending of employee performance and makes recommendations on any remediation that needs to occur. * Monitors employee attendance. * Assists in training of new hires for team and weekly update trainings. * Performs monthly one on ones with employees. * Focus on meeting or exceeding key daily metrics including but not limited to: * Average speed to answer * Abandoned call percentage * Response time to tickets * Responds to detractor follow up in Satmetrix. * Provides feedback to leadership on process or client issues and improvements. * Recommends corrective action and works with leadership should formal corrective action be needed. * Trend reporting on repeat issues * Writes knowledge articles for technician use. * Regular Phone and Ticket QA to ensure procedures are being done correctly. * Processes PTO and Payroll for direct reports. * On-call as needed for times when leadership is not onsite. * Responsible for hiring of employees with focus on filling open positions within less than 30 days of vacancy. * Attends job fairs to assist in the hiring of new employees. * Drives agent retention by recommending employees for certification or additional training for continued job growth/career pathing. * Participates in new product roll out meetings. * Maintain professional upbeat atmosphere with customers as well as fellow coworkers. * Other duties as assigned. Qualifications/Requirements * High School diploma or equivalent, bachelor s degree preferred. * 0-1 years of technical and client support in an information technology environment. * 6 months to 1 year of leadership experience with focus on team environments. * Familiar with components of a computer. * Ability to type 45+ wpm. * Ability to work in a fast paced and sometimes stressful environment performing multiple tasks at one time. * Strong written and verbal communication skills are required. * Excellent interpersonal skills and communication skills to work as a productive member of the Enterprise Operations Center group. * Ability to coordinate and prioritize multiple tasks simultaneously. * Demonstrated capability to achieve results under pressure in a fast-paced client driven environment. * Occasionally reaching overhead, crouching, kneeling, balancing, lifting and carrying 11-25 lbs. TierPoint is committed to reviewing the talents and experience of each applicant compared to the specific job opening. TierPoint believes that all persons are entitled to equal employment opportunity and does not discriminate against its employees or applicants because of race, color, religion, sex, national origin, ancestry, age, marital status, disability, pregnancy, protected medical condition, military or veteran status, genetic information, or any other protected status covered by applicable local, state or federal law. We give full consideration to qualified disabled individuals. If you have a disability and are unable to use our employment tools to search for opportunities with us, you may request a reasonable accommodation. This option is reserved for candidates who need support applying to TierPoint as the result of a disability, and not intended for other use. All candidates and employees are required to abide by this policy.Employer's Job# 31382Please visit job URL for more information about this opening and to view EOE statement.