Call Center Manager
Job Summary
The Call Center Manager position at Tech Tammina LLC requires managing call center support with a focus on NICE call recording applications and dialer support. The role entails overseeing telephony support and workforce management applications, along with SQL/Oracle database management. Key responsibilities include troubleshooting issues, managing change releases via ITSM, and developing proactive processes to mitigate potential issues. Ideal candidates will have a strong background in production/support environments, experience with Windows and UNIX operating systems, and exceptional communication skills suitable for interacting with internal and external customers. Candidates must hold eligibility as EAD Green Card, Green Card, or US Citizens.
Required Qualifications
- 3+ years call center support
- 1+ years NICE call recording applications support
- 1+ years supporting dialer applications support
- 1+ years telephony support
- 1+ years SQL/Oracle database support
- Demonstrated experience in a production/support environment
- Proven experience administering Windows and UNIX based operating systems
- Demonstrated superior written and verbal skills
- Ability to work collaboratively in a team environment
- Proven ability to take the lead in learning tools and processes
- Proven experience developing proactive processes
- Application support for Telephony (ECCS applications)
- Ability to troubleshoot issues with clients and vendors
- Experience with ITSM change management processes
- Ability to develop proactive processes based on metrics analysis
Desired Qualifications
- Experience with NICE call recording applications
- Experience with dialer applications
- Experience with telephony support
- Familiarity with Workforce Management application
- Experience with SQL/Oracle databases
- Knowledge of networking technology
Additional Requirements
- EAD Green Card/Green Card/US Citizens only