Supervisor, IT Service Center

Cardinal Health•OH-Ohio-Work from Home, OH

2d•$67,500 - $111,710•Onsite

About The Position

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. Serves as a liaison between customer/client and IT to resolve business issues related to technologies. 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 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.

Requirements

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
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

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.