Call Center/Help Desk Manager

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How to Identify, Attract and Retain Talent in the Electronic
 

Security & Systems Integration Industry with IT/IP experience

 

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Title: Call Center Help Desk Manager
Department: Service Center

Classification Status: Exempt  
Location: HIKVISION USA Inc., Southern California
Reports To: AVP  

 

POSITION OVERVIEW
Serves customers by planning and implementing call center strategies and operations; improving systems and processes and managing staff.

ESSENTIAL JOB FUNCTIONS
•    Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
•    Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
•    Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
•    Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
•    Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
•    Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
•    Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
•    Process product returns and Conduct product failure analysis
•    Ensure a high level of customer service is delivered to all customers, in accordance with the Customer Support RMA Team's objectives.  
•    Maintain, review and update process documentation on a regular basis; Creating new documents as required
•    Review current processes on a regular basis and implement new processes as required
•    Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

ESSENTIAL SKILLS
•    Customer Focus, Customer Service, Process Improvement, People Skills, Teamwork, People Management, Managing Processes, leadership and Collaboration skills
•    Advanced decision making and problem solving skills
•    Business acumen, knowledge and professionalism
•    Able to interface with all levels of management
•    Excellent verbal and written communication skills required
•    Pragmatic, analytical, good at prioritization and trade-offs
•    Experience working in multi-cultural diverse environments (Asian organizations) preferred
•    Experiences in surveillance, IP camera, DVRs, electronics equipment and instrument related industry
 
EDUCATION & REQUIREMENTS
•    Undergraduate degree in Engineering or related discipline
•    Minimum 12 years of experience in Call Center managerial position, preferably electronics or physical security industry

The above position description identifies the essential job functions and skills needed by the person or persons assigned to this position. These job functions and skills are not intended to be a complete and inclusive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. The information contained herein is subject to change at the discretion of the Company.

 

NEIS shall provide equal employment opportunity to all qualified candidates, and will refer candidates without regard to race, color, religion, national origin, sex, age, disability, veteran status or any other legally protected basis. NEIS shall comply with all applicable laws, rules and regulations in the performance of duties pursuant to this Agreement, including but not limited to, Title VII of the Civil Rights Act, the Age Discrimination in Employment Act, the Americans with Disabilities Act, and state and local anti-discrimination laws to the extent applicable.

Contact Us

NEIS • 1205 Johnson Ferry Road • Suite 136 • Marietta, Georgia 30068 • Phone: 770-565-9990 • E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.