Supervisor, Command Center Technical Administration and Reporting
About The Position
Plans, organizes, and supervises Command Center technical administration and reporting activities, including contact center application support, reporting development and validation, data analysis, and issue resolution, to ensure corporate goals and objectives are met. The position leads contact center and claims processing technical support and reporting functions, oversees applications and reporting solutions, and manages projects, staff, vendor coordination, and departmental strategy and budget activities. The role is fully remote, but candidates must reside in Michigan within a reasonable commuting distance of the Farmington Hills, Michigan office for team meetings, collaborative sessions, and training. Occasional travel to other work locations and training facilities may be required. The position also requires availability for on-call support 24 hours a day, seven days a week.
Requirements
- Bachelor’s degree in telecommunications, business administration, or a related field; the employer will accept any suitable combination of education, training, or experience.
- Five years of experience in telecommunication administration, contact center administration, or workforce management in a call center.
- Knowledge of PBX architecture, telecommunication network services, and contact center systems, such as reporting, ACD, call routing capabilities, IVR, QA, and WFM.
- Proficiency with word processing and spreadsheet applications.
- Strong verbal and written communication skills.
- Strong analytical and organizational skills.
- Ability to manage multiple assignments with competing deadlines.
- Ability to resolve complex problems using independent judgment.
- Ability to provide on-call support 24 hours a day, seven days a week.
- Must reside in Michigan within reasonable commuting distance of the Farmington Hills office for team meetings, collaborative sessions, and training.
- Occasional travel to other work locations and training facilities may be required.
Nice To Haves
- Previous experience in a senior or lead role.
- Experience using the Genesys Cloud application suite.
Responsibilities
- Lead, evaluate, and coordinate contact center and claims processing technical support and reporting functions and assignments.
- Develop, implement, maintain, and enforce policies, procedures, guidelines, and standards for technical support and reporting functions.
- Lead the design, development, implementation, testing, troubleshooting, administration, and support of contact center and claims processing applications, reporting solutions, hardware, and software.
- Lead the design, testing, validation, analysis, maintenance, and delivery of contact center and claims processing reporting and data to ensure accuracy, consistency, and compliance with corporate standards, contract requirements, performance guarantees, and other goals.
- Analyze performance trends, processes, reporting needs, and technology; identify root causes and improvement opportunities; and recommend changes to enhance data quality, employee performance, and operational efficiency.
- Lead departmental technology and reporting projects, including requirements gathering, planning, implementation, testing, training, and stakeholder communication.
- Oversee disaster recovery and business continuity planning for supported systems and applications.
- Lead troubleshooting and root-cause analysis for end-user, application, system, data, and reporting issues; coordinate corrective actions with internal partners and vendors; escalate issues as needed; and validate solutions.
- Interview, hire, train, evaluate, supervise, and develop staff to support achievement of departmental goals and objectives.
- Develop and maintain relationships with customers, affiliates, business partners, vendors, and internal contacts.
- Participate in developing short- and long-term strategies, goals, and objectives, and monitor the department's annual budget.
- Perform other related assigned duties necessary to complete the primary responsibilities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
