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IT / Analytics Manager
Nations Info Corp
JDN Square, P. Remedio Street, Banilad, Mandaue City, Cebu
Total vacancies for this job title : 1
Posted On: April 13, 2021
Job ID: 376245
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!
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:
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
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.
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)
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.
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.