Manager (CS Apps, Call Center, Bus Ops, Cloud, etc) – Thousand Oaks, Ca
Title: Manager, Service Applications and Technology
Location: Thousand Oaks
Salary: To be discussed
We are looking for a Manager for customer service apps , call center and ticketing . The role is part Product Manager part PM and admin/app guru. The Product Technology Manager for Service Applications works with the Business operations teams such as Call Center, IVR, Ticketing, Intranet, CRM, and all other third party software that integrates with these applications (cloud and on premise), for all office locations.
3 – 5 years’ experience with highly configurable Call Center, IVR, CRM cloud based platforms.
BA/BS or 5 years’ direct experience
PMP and/or ITIL training preferred
Proficient in project management tools such as Smartsheet, MS Project, and Jira
Able to give presentations and run meetings with peers and executives
Hands on configuration experience and daily operations of ticketing systems and/or CRMs
Strong working knowledge of phone IVR and CRM systems
Hands on administrative role and key configuration responsibilities for such applications
Excellent writing and diagramming skills necessary for documenting business process flows
Strong communication and collaboration experience for communication with the business
Must be able to use tools such as PowerPoint, Visio, Excel, Word, Screen Capture and other desktop productivity tools
Working experience with integrating cloud based tools such as electronic signature, Smartsheet, and Box
Familiarity with intranets and other collaboration systems (video conferencing, chat)
Experience with tools to build training content/materials and systems a plus (Learning Management Systems (LMS) and or Camtasia/SnagIT/Adobe Presenter & Captivate, Articulate, StoryLine, etc.)
Obsess over every detail of the customer experience
Leverage customer surveys for improvements
Over communicate and over train employees servicing customers
Make sure a “customer-obsessed” exists
See a problem, communicate the problem, recommend a fix for the problem
Make it easy for customers to get help with the first contact
HOW TO APPLY
US Citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates.
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You may apply here on the website or email resume and all details please to Di@DKKDstaffing.com
Tagged as: Call Center, CRM, IVR