Support Center Manager Resume Samples

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RS
R Shanahan
Reese
Shanahan
8680 Nyah Station
Dallas
TX
+1 (555) 137 3643
8680 Nyah Station
Dallas
TX
Phone
p +1 (555) 137 3643
Experience Experience
Dallas, TX
Assistant Manager, Treasury Support Center
Dallas, TX
Gusikowski, Koch and Corkery
Dallas, TX
Assistant Manager, Treasury Support Center
  • Direct daily operations of the Bank’s Treasury Support Center
  • Lead various application user annual recertification and Security Awareness Training efforts by: managing staff resources; distributing workload; and, evaluating workflows for opportunities to improve efficiencies
  • Lead weekly and monthly staff coaching; complete annual performance planning and assessment process
  • Coach staff to set goals and provide resources to help achieve those goals
  • Assess each unit’s compliance with controls and procedures
  • Conduct regular monthly staff meetings and weekly unit meetings
  • Oversee hiring for open positions when necessary
Detroit, MI
Support Center Manager
Detroit, MI
Ryan LLC
Detroit, MI
Support Center Manager
  • Work closely with the Manager of Support Services to provide feedback on staff performance, issue trends, major incidents and improvement ideas
  • Provide monthly KPI’s to IT management which will be used for Risk assessment
  • Gather and analyze metrics to benchmark the support center’s workload / performance and identify trends in call center issues
  • Develop and maintain operational IT Support Center procedures / policies and mentor support center staff for adherence
  • Monthly job performance evaluation
  • This role manages the process ownership of the following standards
  • Join the support center queue when the call volume exceeds the capacity of the current staff level and assist with customer issue resolutions
present
New York, NY
Support Center Lab Manager
New York, NY
Quitzon LLC
present
New York, NY
Support Center Lab Manager
present
  • Handles all requests for addition, change and removal of voice and data networks and equipment
  • Provides supervision as necessary to lab administrators
  • Ensures the lab and support center are properly managed from electrical, HVAC and fire safety points of view
  • Manages all equipment and IT ordering associated with the lab and support center
  • Maintains all communication with internal and external stakeholders related to the support center lab and center, including voice and data networks
  • Makes sure rack space is used in an optimal manner
  • Handles all requests for installation, change and removal of equipment in the lab and center
Education Education
Bachelor’s Degree in Decision Making When Impact
Bachelor’s Degree in Decision Making When Impact
Bowling Green State University
Bachelor’s Degree in Decision Making When Impact
Skills Skills
  • Excellent client service skills
  • Demonstrated ability to deliver IT projects on-time and budget
  • Excellent documentation / reporting / analyzing skills
  • Excellent oral and written communication skills
  • Thorough knowledge of Microsoft OS / applications
  • Understanding of hardware / software trouble-shooting skills
  • Thorough understanding of ServiceNow or similar cloud-based service management system
  • 5 years IT experience
  • Demonstrated experience successfully working in cross-functional project teams
  • 5 years IT Support Center or Call Center experience
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15 Support Center Manager resume templates

1

Support Center Manager Retail & Attractions Resume Examples & Samples

  • Adheres to all company policies, procedures and safety standards
  • Maintain warehouse operations
  • Manage warehouse using Good Manufacturing Practice (GMP)
  • Manage Fleet Operations of Company vehicles to include inspections, service schedule and maintenance, and insurance
  • Effectively communicate with internal customers on matters that affect their business
  • Accurately utilize the WinRetail system and other tools to produce work results
  • Must be able to communicate cross various functions of the business
  • Develop and maintain an effective supply network capability that enhances speed, cost effectiveness and process performance in order to support customer-focused initiatives
  • Investigate and identify root causes of any facility safety or security incident or environmental regulation non-compliance in order to prevent reoccurrence
  • Execute inventory management process to include, cycle counting and/or annual physical inventories using inventory system reports, inventory location software and count sheets in order to ensure inventory accuracy
  • Identify costs, process improvements and operating efficiencies in supplier processes and others in order to generate cost savings for the Company
  • Give direction to and manage others by offering approaches to be used and following up to ensure timely and quality execution against expectations
  • Develop standards/specifications for quality, delivery time and lead-time for orders in order to support customer-focused initiatives
  • Inventory Management: Optimize inventory levels using statistical model to design min/max/reorder levels. Knowledge of asset management procedures, policies and information used to optimize inventory levels and /or fill rates (e.g., balance inventory levels against inventory carrying costs)
  • Logistics Management: Ability to strategically align distribution processes to fulfill customer requirements. Basic knowledge of supply chain integration, logistics network designs, transportation management and warehouse management best practices. Ability to use supply chain knowledge to negotiate freight rates
  • Capacity Planning and Management: Knowledge of multiple levels of the supply chain used to analyze contingency points, labor staffing and feedback on supplier capacities. Ability to predict suppliers’ capabilities to deliver goods and service necessary based on company system and industry trends. Ability to translate all supplier capabilities associated with commodities, products and/or services. Ability to align supplier capabilities with Company strategy. Ability to comprehend supply/demand market conditions
  • Negotiation: Exploring alternatives and positions to reach outcomes that gain all parties’ support and acceptance; striving for outcomes that are a win-win for all parties involved
  • Customer Focus: Making customers (external and internal) and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships; creating and executing plans and solutions in collaboration with the customer
  • Warehouse/Facility Layout Design: Knowledge of warehouse/manufacturing layout or design elements (e.g., product flow, storage requirements) necessary for effective manufacturing or warehousing
2

Global Command Center Services Platform Support Manager Resume Examples & Samples

  • Serve as the initial consultation point for all staff that require direct supervisory inputs to handle an operational situation, senior platform leads, and senior management, as necessary
  • Retain and recruit top level staff member and foster the development of those individuals who want to take a leadership role
  • Foster a collaborative work environment and maintain a floor presence and approachability that enhance the performance of the team and maintain a culture of operational excellence
  • Assist in escalations and senior/executive management communications during high severity incidents
  • Drive continuous process improvement through direct input to the management team based on the daily operational challenges within the functional team
  • Assist in preliminary assessments/screenings of applications for positions in the Command Center
  • Possesses the necessary technical skills and managerial acumen required to drive critical issues to resolution through direct engagement and collaboration with partner organizations across CTI
3

Global Command Center Services Platform Support Manager Resume Examples & Samples

  • Effective prioritization skills and high energy
  • Ability to work in a fast-paced operations environment
  • Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload
  • Ability to articulate technical information to large audience with various levels of technical knowledge base, including a business management audience that may lack a deep technical understanding of internetworking technology solutions
  • Ability to drive communication between Command Center business lead and IT
  • Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence
  • High sense of urgency and commitment to exceeding customer expectations
  • Strong personal work ethic that inspires excellence and enthusiasm amongst peer group
  • Resilient and highly responsive in overcoming adversity
  • Ability to work through a multitude of challenges/obstacles in order to achieve the desired end result
  • Ability to provide clear and detailed documentation of all technical troubleshooting tasks performed on all incidents in order to maintain proper continuity in a 24x7 operations center environment
  • Ability and willingness to operate within tightly controlled operational procedures
  • Proficiency in managing customer satisfaction requirements within the confines or operational procedures to achieve a suitable outcome for all stakeholders
  • Demonstrated technical competencies and history of increased responsibilities during previous job responsibilities
  • Strong dedication towards continual growth and self-improvement including year-over-year progression in industry certifications and overall technical proficiencies and knowledge base
  • Strong analytical, organizational, written and interpersonal skills
4

Support Center Lab Manager Resume Examples & Samples

  • Ensure the lab and support center meets or exceeds all required safety and security requirements
  • Be responsible for all aspects of the labs, including equipment, employees, supplies and documentation
  • Train resources on the correct use of lab equipment, mentors and disciplines all staff accessing the LABs
  • Makes sure the appropriate industry standards, safety regulations and best practices are followed
  • Schedules equipment use and physical access to the lab
  • Manages all equipment and IT ordering associated with the lab and support center
  • Handles all requests for installation, change and removal of equipment in the lab and center
  • Makes sure rack space is used in an optimal manner
  • Coordinates all client requirements for lab and support center equipment and networks
  • Ensures the lab and support center are properly managed from electrical, HVAC and fire safety points of view
  • Handles all requests for addition, change and removal of voice and data networks and equipment
  • Maintains communication with internal IT teams to meet deadlines for lab and support center changes
  • Responsible for all aspects of the lab and support center backup and recovery plan
  • Advises on solution design when preparing the design on new missions and projects
  • Supports the center with various projects related to the IT infrastructure
  • Provides supervision as necessary to lab administrators
  • Maintains all communication with internal and external stakeholders related to the support center lab and center, including voice and data networks
  • Responsible for the successful deployment of workstations to new employees, ensuring workstations are available and operational
  • Cisco CCNA Certification or equivalent experience with Cisco Routing and Switching equipment
  • English: Fluent (B2-C2)
  • Cisco CCNA Certification
  • At least 12 months of relevant experience in the technical support industry
  • Knowledge and experience with Cisco Products
5

Senior Manager Patient Access & Support Center Resume Examples & Samples

  • Responsible for the ongoing management of current and future reimbursement HUB services with a focus on operational excellence in support of patient and brand objectives
  • Oversee reimbursement HUB operations including: management of staffing, rules of engagement, SOWs, SOPs, exception processes and collateral materials
  • Develop metrics to track and assess performance against strategies and goals
  • Primary Takeda contact for HUB interactions and communications with and between vendors(s) and key internal stakeholders; responsible for providing organizational updates related to strategic reimbursement and support service programs
  • Responsible for developing and maintaining a solid understanding of areas related to product reimbursement including coverage policies, coding, claim processing and establishing themselves as Takeda’s SME for reimbursement
  • Responsible for building effective working relationships with internal colleagues across various departments within Takeda including Marketing, Managed Markets, Sales, Medical and Scientific Affairs, Specialty Operations, Training, Compliance and Legal regarding all reimbursement and support service related programs
  • Utilize insights gained to develop, implement and communicate process improvement strategies
  • Identify and communicate strategic insights and trends in health plan coverage, reimbursement and patient access
  • Develop strategic recommendations and implementation plans for future Takeda patient services programs that achieve brand specific patient access objectives and KPIs at launch and throughout the product lifecycle
  • Support the annual brand planning process with data driven reimbursement services insights
  • B.A. or B.S
  • 7+ years health care industry experience, pharmaceutical experience desirable. Graduate degree or advanced training in business or related field preferred
  • Manage complex projects, think strategically and understand details
  • Ability to partner, build relationships and influence decision making within multi-disciplinary teams both internally to Takeda and externally across the pharmaceutical industry
  • Familiar with Buy and Bill reimbursement
  • Extensive understanding of the pharmaceutical industry and the competitive environment
  • Manage and influence on multiple organizational levels
  • Broad, in depth knowledge of reimbursement and other patient and provider support services is desired but not required
  • Established standard of excellence for independent personal performance
  • Ability to structure and execute projects independently
  • Strong healthcare customer orientation and customer management skills
  • Strong vendor management skills
  • Strong conflict management and resolution skills
  • General finance, budget management skills required
  • “Customer First” customer service orientation. Puts the customer at the center of all business activities
6

Deal Support Center Bid Manager Resume Examples & Samples

  • Create awareness of Managed Print Services offerings
  • Gathers and assess customer’s business and technical needs and challenges related to their printing environment. Articulate Value proposition and identify additional grow area (upsell, opportunity expansion, cross countries, …). Collect and/or Build relevant materials to enable Sales opportunities cross EMEA
  • Understand Customer Governance and key stakeholders for decision making process. Develop Customer knowledge/Business Intelligence
  • Work with DSC Services Architect to Develop Services & Solutions scope, Design and pricing
  • Architects an appropriate end to end solution to meet the customer's business and technical requirements while remaining price competitive. Adapts solution design to evolving requirements until closing phase
  • Document deal assumptions, costing, pricing, risk plan, proposal and customer presentation and SSOW
  • Coordinate with Key Account Managers / Country Account Managers/ MPS Sales or other HP functions to ensure Bid engagement and closing phase within targeted accounts to secure Engagements success
  • Advances opportunities through the use of effective consultative selling techniques and builds customer loyalty acting as a trusted advisor
  • Maintains excellent communications with customer executive management across EMEA and actively drives deal closing
  • Bachelor/Master degree
  • Experience in multi-cultural environment
  • Strong communication skills and Leadership; Positive can-do attitude; Customer centric approach
  • Sales CRM Toolset
7

Admissions Support Center Manager Resume Examples & Samples

  • 1+ years of direct supervisory experience in admissions team or call center environment. Behavioral Health or healthcare background
  • 2+ years of Sales training / coaching experience highly preferred
  • Demonstrated ability to manage by conversion rates & goals
  • Associate’s degree or higher required
  • Knowledge of behavioral health & addiction treatment is a plus
  • CRM system experience such as Salesforce, required
  • Proficient computer skills required in Microsoft Word & Excel
  • Must be able to work Sunday-Thursday and holidays if they fall within these days. Specific times are: Sunday, 9am-7pm; Monday & Tuesday, 11am-9pm, Wednesday, 1pm-11pm & Thursday 10am-8pm
8

Remote Support Care Center Manager Resume Examples & Samples

  • Responsible for managing a team of highly skilled remote support engineers that provide technical support to customers with HP Indigo products in the AMS regions
  • Responsible for all KPI including TCE, Net Promoter Score, RER, and Service level while improving Employee Engagement through ongoing employee development, coaching, and communications
  • Develop solid technical management processes to cover NPIs, technical career path and curricula requirements for all members of the team
  • Develop staffing model required to deliver appropriate customer experience while develop the technical knowledge of the team
  • Provide ongoing performance management of the workforce trough optimal people management process from hiring, basic day to day people management to promotion and exiting processes achieving high levels of productivity, teamwork and effectiveness from all members of the team
  • Deliver solid day to day operations management in a high demanding customer production environment
  • Maintain ongoing working relationship with Indigo Customers, WW Care Centers, Application tech group, WWTS, GBU, R&D, CPE, Indigo Sales and Onsite service organizations with the goal to improve TCE and customer loyalty through improved product reliability and performance
  • Previous operational management experience
  • Solid understanding and experience of Customer Service business
  • People management experience
  • Minimum 5 years of experience in leading successful operational teams
  • Innovative, creative Business oriented leader
  • Collaboration and coaching individuals
  • Customer Oriented leader
9

Integrated Support Center Team Manager Resume Examples & Samples

  • Directs the efforts of others in the achievement of the strategic and operational objectives of the group. Manages the hiring, staffing and maintenance of a diverse and effective workforce
  • Responsible for career development/planning, performance and pay discussions of team members
  • Leads team to create and sustain an operating environment that is reviewing capacity, performance and
  • Volume trends while being cognizant of service and continuity objectives
  • Establishes and recommends changes to policies, procedures, processes and tools, which affect global organizations
  • Oversees real-time management, staffing level requirements, forecasting and workplace scheduling in call center
  • Provides direct supervision to a large team of operational, production, sales, service or administrative team members or a small staff of professional level team members
  • Contributes to area by ensuring quality of tasks/services provided by self and others
  • Accountable for budget, schedule, and results of a project team or work group
  • Supervised team will generally perform multiple tasks and possess a variety of skills and/or knowledge
  • Provides training and guidance to others
  • Resolves data integrity issues
  • Improves processes
  • Presents problem analysis and recommends solutions in a creative and logical manner
  • Strong Communication skill
  • English written & spoken
  • 6+ years people management experience
  • Ability to handle high velocity/volume situations
  • Thorough presentation, development and interpersonal skills
10

Automation Support Center Manager Resume Examples & Samples

  • Develop and manage the Automation Support Center team to deliver best in class customer service to the industrial automation customer in the Colorado and Wyoming markets
  • Provides services and solutions with a high level of technical and application support
  • Train staff to be able to become the technical adviser for customers and internal employees
  • Support the sales efforts aligned with the industrial/automation suppliers
  • Works with our functional support teams to remedy issues and establish systematic resolutions
  • Hire, train and develop employees to achieve highest level of effectiveness and customer satisfaction
  • Implement local training programs with internal sources, vendors and suppliers, outside schools or training programs
  • Manages, directly or indirectly, all employees involved in order fulfillment
  • Identifies training and development needs and implements approved action plans to ensure compliance with Division Operations directives
  • Manages the sales order process to ensure efficiency, effectiveness and compliance with company OpX procedures
  • Builds community relationships to support sales strategy
  • Works with outside sales resources and product/market specialists to develop customer sales and growth strategies
  • Develop Supplier Growth Action Plans with key suppliers for the branch and area
  • Four-year degree or equivalent
  • Management leadership skills
  • Minimum two years' experience in Electrical Distribution or similar industry
11

Customer Support Center Manager Resume Examples & Samples

  • Manage a team of Technical analyst providing and managing project assignments through successful completion. Manage all other aspects of the department including development and maintenance
  • Key liaison between numerous business departments and I.T
  • Key liaison between multiple business functions as a cross functional support
  • Translating and communicating complex data in summary form. Output should be easily understood and actionable
  • Capture and document business requirements and translate those to functional specifications. This includes formulating workflow diagrams outlining the process
  • In collaboration with the CSC Management team, establish applications and reporting functions that support the efficient execution of Customer Support Center. Ensure that all department heads and supervisors have a clear understanding of the applications and reports
  • Work with business end users to analyze business problems, determine requirements, and specify appropriate technical solutions
  • Four (4) to five (5) years of supervisory or complex project management experience (required)
  • Three (3) to five years of experience in analytical reporting (Preferred)
  • 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. (preferred)
  • Superior comfort in an uncertain and ambiguous environment with the flexibility to shift across a range of projects as priorities demand
  • Ability to thrive under pressure, combining accuracy with a sense of urgency to deliver exceptional work under tight deadlines
  • Proactive self-starter with an ability to independently ramp up on projects
  • Project management skills with an ability to lead teams to collect data, establish facts, assess results, and draw sound, logical conclusions
  • Strong sense of professional skepticism with an ability to objectively identify weak assumptions, misleading data, and gaps in logic
  • Exceptional analytical abilities with a broad understanding of business, financial, analytical, statistical, and strategic concepts
  • Ability to structure complex and ambiguous problems and apply a rigorous data-driven analytical approach to any question
  • Excellent storytelling skills: present complex information in a concise, compelling way across all levels of the organization through presentations, dialogue, and written communication
  • Strong experience working in the Microsoft Office suite of products, including MS Word, Excel, Access, PowerPoint, Project and Visio
  • Experience communicating with an outside vendor to determine requirements, troubleshoot issues and to identify solutions
  • Possesses a general understanding of a model IT structure and methodology. Understands the processes revolving around support, development and engineering
  • Possess a high degree of initiative, self-motivation and resourcefulness. Ability to work independently with minimal supervision under rigid time constraints
  • Excellent analytical, problem solving and organizational skills
  • Superior teamwork and strong customer service focus
  • Honest and trustworthy, exhibiting sound business ethics
12

Customer Support Center Manager Resume Examples & Samples

  • Achieves call center operational objectives by contributing information and analysis to organization strategic plans and reviews; preparing and completing strategic and operations plans; developing customer interaction models; completing system audits; developing and monitoring quality assurance, procedures, and response methodologies
  • Develop, implement, and maintain short-range and long-range strategies to improve internal operational processes and efficiencies in a deadline driven environment
  • Focus on operational quality, problem resolution, systemic improvements, productivity, and customer response/satisfaction
  • Develop, evaluate, implement, monitor, and communicate department processes, metrics, incentives, goals, and objectives
  • Oversee operational staffing; manage and monitor direct reports, holding team accountable to meet and exceed performance targets to ensure achievement of overall business objectives
  • Train/coach employees in organizational policies and procedures and provide ongoing user support
  • Handle escalations regarding external and internal inquiries regarding operational support and facilitate the resolution of issues as they arise in a timely, professional and concise manner; tracks and disseminates all customer feedback for use in one-on-one coaching, global performance adjustment and improvements to service delivery
  • Responsible for trouble shooting and resolving discrepancies
  • Perform staff management and administrative duties of; recruitment, training, performance, evaluation, development and disciplinary actions
  • Manage staffing and budgetary requirements; set department performance standards
  • Personnel development
  • Five to eight years of operations experience in the financial services industry
  • Three or more years of supervisory/management experience
  • Advanced knowledge of operation functions, systems, policies and procedures for the assigned area
  • Well-developed customer relations skills
13

Remote Support Center Manager Resume Examples & Samples

  • Manages 24x7 Help Desk and Network Operations Center
  • Plans staffing requirements to meet call volume and service needs
  • Planning, reviewing, and approving work schedule and time off
  • Managing and coaching to organizational goals
  • Develops training programs for shift leaders and subordinates
  • Responsible for high quality service delivery via inspection of activities and results
  • Responsible for interviewing candidates and making hiring decisions
  • Writing and delivering Employee Performance Reviews
  • Engaging in and leading employee retention initiatives
  • Provides pre-sales and post-sales support
  • Responds to escalation issues from team members and customers
  • Analyzing trends in issue reporting and formulating preventative solutions
  • Expected to offer suggestions for noted process improvements and develop new standard operating procedures
  • Proven dedication to enabling quality through continuous improvement
  • Proven success at developing a team culture
  • Strong working knowledge of Microsoft Excel required
  • Analytical approach to resolving complex issues or opportunities
  • Ability to remain calm and effective in high stress situations
  • Ability to balance priorities of multiple requirements from multiple people
  • Excellent communication skills - oral and written presentation abilities
  • Works well with team members and cross-departmentally; excellent interpersonal skills
  • 5 years of experience successfully managing technical resources
  • 5 years of either help desk, call center, or network operations center management experience
14

Manager, Employment Support Center Resume Examples & Samples

  • Understand metrics and analyze detailed reporting to develop action plans to resolve issues and drive results and productivity
  • Minimum 3-5 years recruiting/employment experience required
  • Prior supervisory experience required
  • Prior knowledge and experience with Taleo internet recruiting system preferred
  • Ability to communicate with outside vendors as well as train all levels in Macy’s Inc
  • Must have above average mathematical skills, including the ability to compute rates, ratios, and percentages, and the ability to work with mathematical concepts such as probability and statistical inference
  • Ability to analyze data and shift work load based on findings
  • Keen sense of urgency and ability to prioritize a changing workload
  • Desire to share knowledge and solve problems
  • Results-oriented and attention to detail and accuracy
  • Well-developed planning and supervisory skills with follow-though to ensure results are achieved
15

Operations Manager, Hiring Support Center Resume Examples & Samples

  • Customer Service, Process Improvement, Decision Making, Developing Processes, Planning, Analyzing Information, Developing Standards, Emphasizing Excellence
  • Ability to communicate effectively verbally and via email
  • Ability to link day-to-day activities with overarching strategic goals
  • Strong computer skills with experience using Excel, Access, and other analytical software
  • Translate data to actionable outcomes
  • Experience resolving customer concerns including communication with executive level management
  • Ability to translate business strategy into directions, plans, and measurable objectives
  • Extraordinary leadership skills
16

Support Center Finance Manager Resume Examples & Samples

  • Bachelors degree in Accounting/Finance, MBA and/or Big 4 experience preferred
  • 7-10 years experience providing analytical support (experience in large international company preferred)
  • Experience interacting with Sales and Marketing units preferred
  • Must be a self-starter with strong problem solving skills
  • Individual must be able to clearly identify objectives and meet end goals
  • Ability to balance long-range vision with an appropriate attention to immediate detail
  • Proven ability to address challenges and work with a results-oriented team
  • Organization skills – can plan, execute, and control multiple tasks. Can take direction from multiple people
  • Communication skills – excellent written and verbal presentation skills; good listening skills
  • Interpersonal skills – can work effectively with both internal and external cross-functional personnel at all levels of the organization
  • Executive presentation skills – demonstrated experience interacting with highest levels of the organization
  • SAP experience desired
  • Excel, Word and PowerPoint experience required
  • Travel minimal, less than 10%
17

Technical Support Center Manager Resume Examples & Samples

  • Key member of the team task to open, launch and staff the facility
  • Identifying new customers and revenue opportunities for the location
  • Shifting into high gear in a fast-paced warehouse environment
  • Assisting outside sales in identifying, growing, developing, and maintaining wholesale accounts
  • Building, guiding and developing an engaged team environment to deliver world class customer care and business results
  • Facility maintenance and management
  • Facilitate the utilization of the TSC for training purposes when required
  • Navigating towards continuous improvement in processes and procedures
  • Overseeing World-Class facility safety procedures and standards
18

Manager of Operations Support Center Resume Examples & Samples

  • Develop and direct all aspects of an operations support center, supporting department policies, objectives, and initiatives
  • Accomplish organization goals by accepting ownership for accomplishing new and different requests
  • Collaborate on and implement the design of systems to gain customer feedback for Brink’s, identifying issues leading to customer dissatisfaction, and researching underlying root causes
  • Develop broad influence through a robust set of internal/external relationships across the organization; promote win-win outcomes within, among and across teams, using the diverse perspectives of others to achieve results and improve the customer’s experience
  • Develop recommendations for solutions, seeking support for implementing solutions and leading efforts to resolve issues
  • Prepare performance reports by collecting, analyzing and summarizing data and trends
  • Meet financial objectives by estimating requirements and managing an annual budget
  • Develop a plan to keep customers informed of change to support policies which could impact the client's business
  • Meet Service Level Agreements (SLA)
  • Achieve quality and continuously improve services
  • Participate in product quality review and complaint investigation processes as needed
  • Minimum of 7 year(s) experience in operations, managing larger teams with cross functional disciplines such as back office and queue based processing
  • Minimum of 5 year(s) of direct management experience; including coaching, mentoring and team development
  • Must have operations management experience in a financial, banking, or package logistics setting
  • Experience managing teams of 50 or more individuals
  • CRM experience
  • Managing to KPI’s, development of metrics and dashboards
  • Experience managing both external and internal customer needs
  • End to end operations life cycle experience strongly preferred
  • Experience managing multiple sites
  • Ability to manage and prioritize multiple competing projects
  • Capable of creative solution-generation
  • LEAN/Six Sigma Certification preferred
  • Experience managing a team of claim professionals
  • Strong technical and reconciliation skills within the banking industry
  • Advanced influencing skills with the ability to view issues through a company and customer lens
  • Exceptional written and verbal communication abilities
  • Excellent interpersonal and presentation skills
  • Advanced analytical, financial modeling and critical reasoning skills
19

Support Center Manager Resume Examples & Samples

  • Lead the support staff by defining and establishing schedules, setting priorities, providing support / direction and dealing with administrative issues as needed
  • Gather and analyze metrics to benchmark the support center’s workload / performance and identify trends in call center issues
  • Work closely with the Manager of Support Services to provide feedback on staff performance, issue trends, major incidents and improvement ideas
  • Promote excellent and consistent client service, effective response times and provide expert insights into general support issues
  • Enforce quality of service guidelines for dealing with customers, completing services and overall customer satisfaction
  • Provide monthly KPI’s to IT management which will be used for Risk assessment
  • Develop and maintain operational IT Support Center procedures / policies and mentor support center staff for adherence
  • Monitor the service management system for any outstanding urgent issues, major incidents and SLA breaches and address appropriately
  • Join the support center queue when the call volume exceeds the capacity of the current staff level and assist with customer issue resolutions
  • Prepare monthly call and incident / service request observations (IT Support Technician Score Cards)
  • Manage at least monthly One on One meetings with team as well as prepare annual staff reviews
  • The individual may occasionally be required to undertake duties outside of core hours including evenings or weekends where the business need arises
  • This role manages the process ownership of the following standards
  • 5 years IT Support Center or Call Center experience
  • Ability to mentor staff / co-workers in setting goals, defining customer needs, and developing action plans to meet those needs
  • Thorough understanding of ServiceNow or similar cloud-based service management system
  • Understanding of hardware / software trouble-shooting skills
  • Thorough knowledge of Microsoft OS / applications
  • Excellent documentation / reporting / analyzing skills
  • Demonstrated experience successfully working in cross-functional project teams
  • Demonstrated ability to deliver IT projects on-time and budget
  • Demonstrated experience working in a fast paced, very fluid, “dynamic” environment
  • 4-year college diploma or university degree in a technology field, and/or 5 years equivalent work experience
  • Preferred Certification
  • Direct reports
20

Assistant Manager, Treasury Support Center Resume Examples & Samples

  • Direct daily operations of the Bank’s Treasury Support Center
  • Lead various application user annual recertification and Security Awareness Training efforts by: managing staff resources; distributing workload; and, evaluating workflows for opportunities to improve efficiencies
  • Lead weekly and monthly staff coaching; complete annual performance planning and assessment process
  • Coach staff to set goals and provide resources to help achieve those goals
  • Assess each unit’s compliance with controls and procedures
  • Conduct regular monthly staff meetings and weekly unit meetings
  • Oversee hiring for open positions when necessary
  • Provide back-up support to other management team members when necessary
  • Represent department at stakeholder meetings and effectively communicate with clients at all levels including management, peers and business units within the Federal Reserve and Bureau of The Fiscal Service
  • Serve as point of contact for escalation of customer or application technical issues
  • Identify opportunities to improve call center processes and tools
  • Participate in contingency and call routing exercises as needed
  • Oversee the completion of other projects as assigned
  • Bachelor’s degree or commensurate education and experience
  • 3-4 years of workforce management experience preferred
  • 2 years’ experience in a Management role
  • Strong work ethic and highly motivated while being professional, enthusiastic and flexible
  • Strong verbal and written communication skills to effectively interact with all levels of internal staff and external customers
  • Ability to multi-task; managing multiple projects in a fast paced environment
  • Experience utilizing project management skills to assist with new business opportunities
  • Ability to process and assess complex procedures, practices, and polices
  • Ability to rapidly learn new materials and applications
  • Ability to make effective decisions to help resolve customer technical problems and escalate to 2nd-tier support as appropriate
  • Attention to detail with an appreciation for timely, accurate and well documented results
  • Experience in a customer service and technical help desk role
  • Bilingual in Spanish is a plus
  • Travel (10%)