Support Center Manager Job Description

Support Center Manager Job Description

155 votes for Support Center Manager
Support center manager provides expertise in software systems programming, operating software applications, consulting on complex projects/existing applications, timely completion of scheduled jobs, and overall operating systems.

Support Center Manager Duties & Responsibilities

To write an effective support center manager job description, begin by listing detailed duties, responsibilities and expectations. We have included support center manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Promptly receive and handle incoming telephone calls
Assist with Portal/email/chat requests regarding the clinical needs of patients
Obtain complete and relevant information from patients over the phone in order to refer and/or counsel them
Document Calls
Provide advice per Facility's EMR
Work with other Nurse Managers to ensure continuity and quality of care
Coach leadership relative to established administrative processes, to include progressive corrective action and disciplinary steps up to and including termination
Implements Partner Resources strategies to meet changing business and talent needs to support the achievement of company objectives
Works with clients based in multiple, large geographies
Leads cross functional projects or broad organizational initiatives

Support Center Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Support Center Manager

List any licenses or certifications required by the position: ITIL, UNIX, PMI, HDI, PMP, SCM, LEAN, ITSM, PACCAR, MCSE

Education for Support Center Manager

Typically a job would require a certain level of education.

Employers hiring for the support center manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Business, Engineering, Computer Science, Technical, Management, Leadership, Military, Business/Administration, Information Systems

Skills for Support Center Manager

Desired skills for support center manager include:

Behavioral health & addiction treatment
Microsoft Excel
8 vehicles
Company's systems
Food and Beverage Point of Sale software and systems
Regulatory and accounting issues
Related software applications and operating systems

Desired experience for support center manager includes:

Leverages Partner Resources and business unit metrics to assess internal and external talent needs and trends
Serves as the escalation point for high level partner relations issues and investigations
Acts as the point of contact for all Partner Resources and business unit leaders at the director and above level within assigned business unit and/or geography(ies)
Consults with leaders and teams to enhance team performance and organizational effectiveness
Ensures sales organization has tools (scripts, offers, systems support, training) to execute the sales strategy and reach goals
Writes business requirements to enable toolset for primarily for sales and care agents

Support Center Manager Examples


Support Center Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of support center manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for support center manager
  • Responsible for ongoing digital survey projects that relate to customer behavior
  • Business travel required (international and domestic) 6 times a year
  • Position will not supervise people
  • Provide oversight and leadership to ensure the achievement of key metrics (parts pending, service metrics, inspection scheduling, dispatch effectiveness/efficiency, response time)
  • Understand Customer Governance and key stakeholders for decision making process
  • The Nurse Care Manager serves as a key member of the UnitedHealthcare Global Team (UCHG) utilizing evidenced based practice guidelines and superior clinical acumen to assess UHCG members medical care needs, treatment plans of healthcare providers and the ability of the local healthcare systems to provide high quality and cost effective care in various countries across the world
  • UHCG Nurse Care Manager also works collaboratively with the UHCG Medical Director and internal team members to establish and implement plans for the patients safe evacuation to a location where appropriate care is available whenever it is determined that care needs cannot be met in the patients current location
  • Working together with the Medical Director, the UHCG RN Care Manager facilitates seamless provision of healthcare services to globally mobile members helping them live healthier lives wherever they may be located
  • Greets all incoming visitors by sitting and running front office
  • Triage incoming students as needed, and provide one-on-one case entry/case management based on need
Qualifications for support center manager
  • Able to handle stress and tight timelines
  • Go to person across the organization for immediate results
  • Enjoys documentation
  • Learns and understands systems capabilities and how to translate functionality into marketing language
  • Financial analysis or data analysis experience preferred
  • Knowledge of IVR systems a plus

Support Center Manager Job Description

Job Description Example
Our growing company is looking for a support center manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for support center manager
  • Monitor and facilitate all department purchasing needs
  • Provide support to aide in the planning and execution of departmental events as needed
  • Responsible for ensuring service level targets are consistently met in inbound and outbound segments
  • Provide day to day leadership to HR Service Center team who have a wide range of responsibilities that cover tier 1 and 2 support to employees, business partners, and HR leadership
  • Manage complex issues in areas such as HRIS, benefit, payroll, compensation, performance management, absence management, time, workflow processes, security set up, integrations and case management system
  • Plan and manage workflow priorities and team projects, call triaging and escalation, oversee staff schedules, and monitor quality of work
  • Lead the implementation of the new case management system and publishing platform
  • Effectively monitor and develop methods to improve HR transaction flows
  • Partner with Business Analyst to develop, evaluate and refine service center metrics and use this information to improve the overall operations
  • Act as back up for the Payroll Manager to process bi-weekly payroll, manage timecard and time off entries, monitor taxation changes and calculations, and conduct payroll audits
Qualifications for support center manager
  • Must possess excellent organizational and analytical skills, the ability to perform and provide results in a fast paced, team-oriented environment
  • Excellent understanding of HPI’s portfolio of products and services internal stakeholders and processes
  • Registered Nurse with an active United States license
  • 5+ years experience in medical - surgical inpatient acute care
  • High levels of emotional and social intelligence
  • Ability to function confidently and efficiently in a fast paced work environment

Support Center Manager Job Description

Job Description Example
Our growing company is looking to fill the role of support center manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for support center manager
  • Full-time position (40 hours/week) with competitive compensation package + Bonus
  • Reviews customer satisfaction survey results and works directly with customers as needed to resolve customer satisfaction issues
  • Ensures that service delivery meets agreed service levels
  • Manages Service Desk and Desk Side teams
  • Accountable for the End-to-End ownership of all incidents and service requests raised by the Service Desk and Desk Side teams
  • Schedules the work of Service Desk staff to meet agreed service levels
  • Ensures that appropriate action is taken to investigate and resolve incidents and problems in systems and services
  • Collects supplier performance data and makes it available to Service Owners and Supplier Management
  • Ensures excellent customer service and provides point of contact for customer escalation
  • Drafts and maintains policy, standards and procedures for the service desk
Qualifications for support center manager
  • Experience in international healthcare and/or air medical transport
  • Experience with MCG care guidelines
  • Fluency in a second language, preferably Arabic
  • Develop and implement client service strategies and ways to enhance the client experience through analysis, personal interaction, feedback, and satisfaction surveys
  • Graphic business experience
  • Management experience highly preferred, as the individual in this role must have highly effective management and interpersonal skills with demonstrated problem solving, team building and organizational abilities

Support Center Manager Job Description

Job Description Example
Our company is looking to fill the role of support center manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for support center manager
  • Achieve Distribution Center & Operations Support (along with the information technology department) goals and results by communicating job expectations
  • Staff recruiting, selecting, orienting, and training employees
  • Lead, motivate and coach the team, organize setting objectives and performance appraisal in cooperation with the remote management
  • Responsible for the annual Corporate Compliance Training Programs for Europe as required, maintaining the tight deadlines
  • Support the On-line Legal Compliance Trainings in Oracle Learn
  • Oversee the distribution of organizational announcement and vacancy postings
  • Support HRIS programs and systems such as HR SharePoint site, SRR, NHR and Recruitment database global systems such as Oracle Recruit & Learn
  • Evaluating, implementing, and continually assessing/optimizing a team structure, business processes, policies and procedures to ensure the efficiency and effectiveness of the Client Service Center
  • Work with Revenue Analysts, Revenue Specialists, Revenue Managers, Assistant Directors, Directors, and corporate support staff
  • Must be able to develop and maintain constructive and cooperative working relationships with Revenue Analysts, Managers, and Assistant Directors to achieve efficiencies and achieve results
Qualifications for support center manager
  • Ability to work a flexible schedule that includes, evenings, weekends and holidays to accommodate a 24 / 7 operation
  • Contact Center Technologies and MS Certifications desired but not required
  • Minimum of three (3) years of related HCM and/or payroll operations experience
  • Five (5) or more years in consulting
  • Knowledge of all applicable laws/regulations such as Form I-9, eVerify, work authorizations
  • Bachelor of Science in Computer Science, Information Systems or related field (Preferred)

Support Center Manager Job Description

Job Description Example
Our innovative and growing company is looking for a support center manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support center manager
  • Oversees the process for validating/maintaining licensure for nursing staffing in accordance with regulatory standards
  • The Contractor shall provide a MSC/Bn Command Language Program (CLP) Manager, providing advice and guidance to the S3 and the Commander on intelligence-related foreign language training, and serving as the primary point of contact for resource management of the CLP
  • The Contractor shall maintain language training programs for the MSC and subordinate elements, utilizing knowledge of intelligence collection processes and procedures in HUMINT, SIGINT, and Counterintelligence (as appropriate to the unit's mission)
  • The Contractor recommends language training requirements and coordinates joint-service language training to meet training needs including increased language proficiency
  • The Contractor serves as the technical authority on language training programs for the MSC/Bn, interprets existing regulations, and develops Standing Operating Procedures for subordinate units
  • The Contractor serves as the functional expert for operational intelligence-related and global language training programs for subordinate Active and Reserve Component units
  • The Contractor provides recommendations for the development of Command policy and guidelines for the identification of foreign language training requirements, the assessment of language training needs, and the planning and implementation of language programs
  • The Contractor will remain current on new and non-traditional second language acquisition practices and recommend which methods are appropriate for utilization in the program
  • The Contractor develops innovative distance learning programs to leverage technology, computer-assisted instruction, and comprehensive teacher training programs
  • The Contractor tailors programs relating to the Army intelligence environment, integrating global and occupational language skills
Qualifications for support center manager
  • Crystal Report Development experience, including the utilization of sub reports to resolve data from multiple data sources, SQL embedded reports, while heavily considering accuracy and runtime performance
  • University degree, preferably in an HR related field
  • Previous experience in working in a matrix organization is a major plus
  • Mainframe and Enterprise System components (TSO, SDSF, JCL, CICS, DB2, JES2, SYSVIEW, Control-M, and WLA)
  • Cyber Security protocols
  • ITIL Certification or Practitioner certification

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