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IT / Analytics Manager

5+ Years

Nations Info Corp

Established in 2005
51-200 Employees

JDN Square, P. Remedio Street, Banilad, Mandaue City, Cebu

Total vacancies for this job title : 1

Posted On: April 13, 2021

Job ID: 376245

Details


URGENTLY LOOKING FOR AN EXPERIENCED IT/ANALYTICS MANAGER - JOIN OUR TEAM  & BE PART OF OUR FAST GROWING COMPANY!


Are you passionate about providing technical support to agents so they can become more effective in delivering their jobs? Do you have the skills to configure and troubleshoot dialers? Be part of our growing team and help us achieve success!



Company Overview

We are a fast-growing online provider of real estate and financial information and services to consumers, investors and professionals. Our goal is to present information which can help our customers make informed decisions to identify opportunities to improve their lives. We are continually looking to the future by innovating and bringing new data-driven consumer products to the marketplace in different verticals. To accomplish these goals, we've grown an extraordinarily talented team and have established various office locations. We strive to hire and partner with only the best players in the industry.


Our corporate culture is focused, friendly and keeps a keen eye on the details, going above and beyond to get the job done. We use courtesy, respect and fairness in all we do for our customers, employees, and business partners. We are big believers in rapid iteration and continuous process improvement


Our clients are in the USA. 


Awesome benefits we offer:


Competitive Salary

Night Differential 

Fixed weekend off

Paid vacation leave

Career pathing and advancement opportunities

Monthly performance incentives

Professional atmosphere in a motivating and fun call center environment

Convenient office location in Banilad

Constant coaching and feedback from your manager to ensure your success

Growth/advancement opportunities within the company



Job Description:


We are looking to grow our Call Center IT Support Team by bringing on a talented, motivated, hands on individual looking for a broad scope of technical support in IT/Analytics. Our IT/Analytics Manager will  play a critical role in providing direct technical assistance via direct report(s) to our 100+ (and growing) call center via phone, ticket, email, chat and remote support interactions, while maintaining a persistent point of contact with call center General Manager and HQ technology staff. 


Primary Responsibilities

  • Ensure that the organization is getting accurate and on-time operations reporting (via direct report: Sr. Reports Analyst)

  • Configure and troubleshoot the Vicidial System

  • Ensure the organization is Operating Vicidial (dialer) optimally including troubleshooting (via direct report: Dialer administrator)

  • Ensure the call center personnel  are able to use their hardware & software & getting proper service level of remote IT support (via direct report: IT Support Specialist )

  • Ensure proper procurement process for hardware & software (PCs, Chromebooks, headsets, etc) and all operations support software ( i.e. noise cancellation, scripting software, etc.). Ensure deployment and configuration of all PCs.

  • Support executive decision making with on demand analysis

  • Ensure monthly metrics reconciliation (via direct report: Para administrator)

    • Commissions

    • Spiffs

    • Monthly celebration 

    • Meal plan

The manager of IT/Analytics will report to the General Manager ( Or Operation Manager)  and work closely with various functions within the Philippines call center and the US Headquarters organization.



Qualifications:

  • Bachelor Degree in Computer Science or Information Technology with a high degree of technical aptitude and troubleshooting skills

  • Team Player and service oriented with strong sense of customer service, attention to detail, and desire for organization

  • Hands on attitude, willing to share knowledge and pitch in wherever needed

  • Demonstrated ability to learn new technologies and processes

  • Willingness to work night shift remotely and on site (call center) as needed (less than 5%)

  • Minimum of 4 years in call center IT management (including vicidial operations)

    • Must have managed IT in a 100+ person outbound BPO

  • Experience in managing IT/Analytics staff

    • Experience with developing, and evaluating technical staff

  • Strong Familiarity with Vicidial (minimum of 2 years) and related reporting tools 

    • Familiarity with optimizing vicidial software

    • Experience with integrating CRM packages to vicidial software

  • 3rd Party Solution Integration experience (such as CRM)

  • Basic proficiency in VOIP technology and demonstrated ability to assess VOIP service providers

  • Basic proficiency in database management

  • Preferred experience in support of call center technologies

    • Remote PC support including implementations, maintenance, configuration and troubleshooting.

    • Security

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