IT Call Center Director

Service Delivery, IT Call Center, Managed Services Provider, IT Professional Services, PMP, Six Sigma, DMAIC, ITIL V3 V4, MSP, IT Solutions, IT Services, Advisory Strategy, Leadership
Full Time
Depends on Experience

Job Description

BDO’s Core Purpose is Helping People Thrive Every Day. Our Core Values reflect how we manage our work, our relationships and ourselves. As an employee of the firm, you will live true to our Core Values of people first, being exceptional every day in every way, embracing change, feeling empowered through knowledge and choosing accountability. Our Core Values are the standards by which we conduct ourselves day in and day out, both internally and externally.

BDO Digital, LLC, a subsidiary of BDO USA, LLP, provides a holistic portfolio of technology, transformation services and solutions. We are an organization that values your time, talent, and contributions. Collaborate with BDO Digital’s cross-disciplinary team who work together to solve digital needs and unearth new opportunities to drive competitive advantage. Our commitment to each other is why BDO Digital is a recognized leader for our culture, employee satisfaction and career growth. We’re looking for people with the same drive; to combine teamwork with technology to produce amazing results.

The IT Call center Director will be responsible for all call center operations ensuring that all service and quality metrics are met and exceeded by the team. This position is a multi-faceted, challenging role that requires proven leadership skills, excellent communication skills, attention to detail, the ability to effectively influence clients, develop relationships with technical and business contacts, coordinate service delivery, operations and project resources, and follow tasks through to completion. The ideal candidate will have experience building and growing an IT call center from the ground up, ensuring 24/7 servicing of our clients across multiple call centers locations.

The Firm provides comprehensive managed services to growing mid-market organizations. Our solutions range from cloud/infrastructure managed services, to end user service desk, to full outsourcing of IT.

- Responsible to oversee and provide direction for the day-to-day operations of the call center, shared services, training and quality assurance ensuring service and quality metrics are consistently met and/or exceeded
- Manages and drives a culture of business excellence thus ensuring that all employees are fully informed, trained and supported in exceeding our client expectations
- Provides overall management and leadership to MSG that aligns with the Advisory Strategy and BDO core values
- Oversees and manages MSG professionals to achieve and surpass sales, profitability, business goals and objectives
- Spearheads the development, communication and implementation of effective growth strategies and innovative solutions
- Manages call volume forecasts and capacity plans are built to manage peak volume periods to ensure that KPIs are met while working to continuously improve upon KPI performance
- Oversees the call center’s quality assurance and implements any necessary corrective actions
- Develop and implement plans for the operational infrastructure of systems, processes, and personnel designed to accommodate the rapid growth objectives of the call center
- Motivates and leads a high-performance management team; provides mentoring as a cornerstone to the management career development program
- Works with management staff to develop/maintain department performance goals and objectives which is cascaded down to each individual team member as appropriate
- Complete regular analysis of call center performance reports and ensures accuracy and timely distribution of reports that provide insight to performance
- Manages the call center to reflect industry best practices and strives to achieve industry certifications such as Call Center of Excellence or others to validate the standard of performance
- Builds and maintains a robust capacity management process to ensure scale of services
- Leads coordination and implementation efforts around any expansion activity
- Operational leadership in areas such as team meetings, service delivery training and management to drive maturity
- Prepares formal and informal presentations for various internal and external meetings
- Identifies new business opportunities to expand the practice and communicates such opportunities to superiors
- Participates in marketing and business development activities within practice
- Other duties as required

Supervisory Responsibilities:
- Supervises the day-to-day workload of all call center employees
- Ensures teams are trained on all relevant processes
- Evaluates the performance of team members and assists in the development of goals and objectives to enhance professional development
- Delivers periodic performance feedback and completes performance evaluations for teams in accordance with Firm guidance
- Acts as mentor to team members, as appropriate

Qualifications

Education:
- Bachelor’s degree, required; focus in Technology, preferred

Experience:
- Ten (10) or more years of professional experience in IT Call Center, Service Delivery, Managed Services Provider or IT Professional Services, required
- Eight (8) or more years of strong IT operational experience, required
- Five (5) or more years’ experience overseeing call center/ticketing management, required
- Strong analytical, facilitation, documentation, and communication skills, required
- Strong project planning, scoping and management skills, required
- Strong business process analysis & design and process flow skills, required
- Client facing consulting experience, required

Certifications:
- ITIL V3 or V4, required
- Project Management Professional, (PMP), Lean Six Sigma (DMAIC) understanding and/or certification, preferred
- Any call center management certifications, preferred

Other Knowledge, Skills & Abilities:
- Demonstrated experience in financial planning and analysis with previous experience overseeing programmatic teams, human resources, information technology
- Skilled in organizational development, personnel management, budget and resource development, and strategic planning
- Excellent people skills, with an ability to partner with a dynamic leadership team
- Possess personal qualities of integrity, credibility, and commitment to corporate mission
- Flexible and able to multitask; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and systems
- Capacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on details
- Capable of successfully multi-tasking while working independently or within a group environment
- Capable of working well under pressure while dealing with unexpected problems in a professional manner
- Ability to work well in a cross-functional team environment
- Excellent interpersonal and customer relationship skills
- Must have excellent organizational and multi-tasking skills

Keywords: Service Delivery, IT Call Center, Managed Services Provider, IT Professional Services, PMP, Six Sigma, DMAIC, ITIL V3 V4, Managed Services Provider, MSP, IT Solutions, IT Services, Advisory Strategy, Leadership

Dice Id : RTL66359
Position Id : 20720BR
Originally Posted : 2 months ago
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