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For your reference, we have included the original job posting below.
Operations Manager
Job Number:
43654683
Company Name:
TeleTech Holdings
Job Location:
Austin, TX US
Job Category:
Information Technology
Operations Manager
At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our Contact Center solutions. As part of our Managed Services division you will help drive, deliver and support our premier solutions and service offerings around complex, self-service, enterprise-level Contact Center technologies.
We currently have an opening for an Operations Manager position located in Austin, TX. In the role you will be responsible for managing the platform, operational relationships, operations related services, and on-going support of eLoyalty's contact center managed operations clients. You will function as a trusted advisor to eLoyalty's clients, and your responsibilities will include oversight of the managed technical operations, building and maintaining client relationships, ensuring client satisfaction, mitigating risks, and leading managed technical operations account expansion.
In addition, the Operations Manager assures eLoyalty adherence with client regulations/policies (ITIL processes, Time reporting, Asset Management, Release Management, Security, etc.) The Ops Manager also manages internal and external communications regarding the client engagement. The Ops Manager ensures client satisfaction with eLoyalty Managed Services Offerings and facilitates the transition between project-related activities and Day-2 support. Finally, the Ops Manager participates in the management of the commercial aspects of the managed services engagement. This includes assisting with the creation of commercial documentation, requirements gathering and determination of effort.
Platform Operations Management
Management, trending and analysis of historical and existing support and change service requests
Prioritize work related to service requests for technical resources
Own completion of eLoyalty Change Management cycles and provide adequate visibility internally and externally
Review daily/weekly/monthly platform statistics related to stability and capacity
Develop Action plans to resolve stability or capacity issues
Coordinate Incident / Service Request resolution activities from initiation to root cause analysis between Service Desk, Level II/III and management resources
Ensure certification of technical plans for major implementations and projects
Continuous development and exhibition of platform knowledge and effective application to the client environment
Ensure eLoyalty adherence with client regulations/policies; i.e., Incident/Problem/Change/Release Management/ITIL, etc.,
Timely and Effective Management of internal and external Communications
Organize and Lead regular client Operational status reviews
Coordinate account activities and communications with eLoyalty Account Management (Account Partner, SDM, BD, eLoyalty management)
Manage support interactions and communications with relevant vendors
Maintain positive and professional demeanor when communicating internally and externally
Build strong business relationships with all engagement stakeholders
Act as a mentor for internal resources to ensure highest level of customer satisfaction
Act as a trusted advisor for client contacts
Distribute and discuss client ""lessons learned"" discoveries
Ensure Client Satisfaction with eLoyalty Managed Services Operations
Proactive ""informal"" check with client on eLoyalty Managed Services performance
Ensure client issues thoroughly triaged and SLA's met
Conduct bi-annual client feedback discussion
Develop effective action plan to address negative client feedback and prevent recurrence of client issues
Communicate all client feedback to eLoyalty account management and staff
Management and assurance of escalations and timely and effective incident notifications
Drive the assurance of resource effort allocation to remain in alignment with client requirements
Arrange site visits with client to improve ICS/MS understanding of client mission
Ensure effective management of Commercial aspects
Assist eLoyalty account partners and Service Delivery Management with client interactions
Assist with the creation of SOW's, Change Requests, RFP responses and other contract documentation
Tracking Project run rates, hours utilization and ensure proper invoicing
Pre-Implementation requirements compilation, LOE and Resource Management for small projects
Obtain solid knowledge of eLoyalty Managed Services offerings
Provide formal account status and communication with eLoyalty Account Partner and Service Delivery Managers
Provide important client information to eLoyalty peers and management to facilitate good business decisions
Work with account partners to identify relationship expansion opportunities
Manage effective transition of Support Activities
Integrate with and provide feedback to improve eLoyalty delivery methods
Ensure requisite support reference documentation is created
Provide direction for client transition to new support model
Manage client expectations for daily support and ongoing projects
Manage engagement scope and responsibilities
Required Skills/Experience:
Technical Operations Management, preferred with Cisco UCCE platforms
Client management experience
Remote support experience
Strong consulting skills
Experience with direct management or delivery of Contact Center technology including voice and / or data network management and operations, computer telephony integration, ACD and IVR applications, and Customer Relationship Management applications.
Demonstrated ability to mentor others and manage technical support teams
Exceptional communication skills
A passion for partnering effectively with clients
Ability to travel up to 20%
We offer an outstanding career development opportunity, a competitive salary along with full comprehensive benefits. We are looking for individuals with a team player attitude, strong drive for career growth and a passion for excellence in client support, delivery and satisfaction.
