3 month contract to to hire role in Austin, TX (Northside). Send resumes to [email protected]
Communication Desk/Network Manager
The Communication Desk Manager is responsible for all daily activities within the Communication Desk department, including managing and supervising all Communication Desk personnel to maintain the most efficient and professional operation. The Communication Desk identifies systemic issues based on customer call data and serves to coordinate communications among relevant operational and corporate groups during outages and other service-affecting issues, anywhere in the service area, until resolution is achieved. The scope of managerial responsibility includes working with and escalating issues to boundary partners such as Net Ops, Field Ops, IT SOC, Customer Ops team and product team to ensure proper escalations and communication of all customer facing issues. General Management 3+ Years, Business Analytics and Project Management +2 Years.
Actively and consistently support all efforts to simplify and enhance the customer experience
Supervise and manage Communication Desk employees across multiple shifts and multiple locations.
Coach and develop Communication Desk employees to achieve goals and to maximize their level of performance.
Make recommendations and decisions regarding escalations and outages, and ensures consistent and quality communications to Executive Leaders.
Develop effective techniques and tools to extract, correlate and analyze data from available data sources (e.g., Remedy,) to identify relevant trends, issues and problems that warrant further escalation and action.
Establish effective working relationships with boundary partners throughout the company in order to enable productive execution of activities.
Evaluate existing processes to identify strengths, weaknesses, and opportunities for improvement.
Effectively deliver coaching, end of year reviews, and evaluations on a timely basis.
Approve and Review timesheets and maintain accurate and timely payroll practices.
Ensure staff familiarity with company policy issues, product knowledge and new information.
Remain available 24 hours, 7 days a week to resolve any issues that may occur.
Maintain and develop high employee morale. Provide opportunities for staff to provide input on all aspects of group activities, including areas of concern, suggestions for improvement, and any personal concerns. Provide regular, relevant and respectful feedback to staff.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or ******** .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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