Call Center/Service Desk Manager- onsite in Pittsburgh, PA

A.C. Coy•Robinson Township, PA

22h•Onsite

About The Position

The A.C. Coy Company is currently hiring for a Call Center/Service Desk Manager. The primary role will lead and execute on the strategy and management of the call center/service desk operations.

Requirements

Bachelor’s or Master’s degree in Business Administration, IT, or a related field.
7-10 years of experience in service delivery, call center, or customer support roles, with at least 4-5 years of experience within a leadership role
Proven experience managing large teams and multi-tiered service delivery functions
Strong understanding of service management frameworks (e.g., ITIL, ISO)
Excellent communication, negotiation, and leadership skills
Ability to analyze complex problems and implement effective solutions
Experience with budget management and financial forecasting

Responsibilities

Develop and implement the overall service and support strategy, ensuring alignment with the organization’s business goals.
Lead and mentor a team of service and support managers to ensure the successful delivery of services.
Drive innovation and continuous improvement in service delivery processes and technologies.
Act as the senior escalation point for critical issues, ensuring smooth operations with effective communication.
Oversee the operational efficiency and effectiveness of service and support functions, ensuring timely, high-quality service.
Implement and manage service level agreements (SLAs) and key performance indicators (KPIs) to meet customer expectations.
Ensure that all service-related incidents are managed within agreed timescales and escalated appropriately.
Monthly and Quarterly business review for key brands to be prepared, shared in advance and presented as specified.
Ensure consistent, high-quality service delivery, eliminating repeat incidents and improving the overall customer experience.
Monitor customer feedback and satisfaction levels, identifying areas for improvement.
Act as a senior point of contact for escalations and critical issues, working directly with key customers to resolve concerns.
Foster strong relationships with clients, understanding their needs and ensuring service excellence.
Recruit, train, and develop with mentoring a high-performing service and support team, promoting a culture of accountability and customer focus
Conduct regular performance reviews and provide feedback, fostering professional development within the team.
Collaborate with HR on workforce planning to ensure adequate staffing levels and competencies.
Lead initiatives to optimize service delivery, driving change initiatives, suggesting new ideas, and leveraging industry best practices.
Identify opportunities for automation and the implementation of new technologies to improve service efficiency.
Oversee the development and integration of systems and tools to enhance the support experience.
Manage the budget for service delivery operations, ensuring cost-efficiency without compromising service quality.
Provide regular financial reports and forecasts to senior management.
Identify cost-saving opportunities through process improvements, outsourcing, or technology investments.
Ensure service operations adhere to regulatory and compliance requirements, including data security and privacy.
Develop and implement risk mitigation strategies to manage potential service disruptions.
Maintain disaster recovery plans and procedures to ensure business continuity.
Collaborate with cross-functional teams, including sales, marketing, IT, and new product development, to align service offerings with customer needs.
Regularly liaise with senior stakeholders and senior management to communicate progress, challenges, and opportunities for continuous improvement.
Represent the organization at industry conferences, building relationships and keeping abreast of trends in service delivery.