IT Operations Manager
hace 11 horas
We are seeking an experienced IT Operations Manager to oversee the day-to-day activities of our Bogota site, ensuring seamless functionality of systems, network, and voice services.
The ideal candidate will be responsible for delivering exceptional client service in alignment with our Master Service Agreement (MSA) and Service Level Agreements (SLAs), while managing customer relationships and addressing any process or functional escalations.
Key Responsibilities:
Site Operations Management:
- Oversee daily site operations, including systems, network, and voice services, in coordination with our Centralized Technology Operations team
- Ensure seamless integration of systems, network, and voice services, maintaining high levels of client satisfaction
Client Service Delivery:
- Ensure client service delivery meets the standards outlined in the MSA and SLAs, maintaining high levels of client satisfaction
- Work closely with internal teams to ensure alignment and support for site operations and client service delivery
Customer Relationship Management:
- Act as the primary point of contact for clients, managing relationships and addressing any process or functional escalations promptly and effectively
Escalation Management:
- Handle and resolve any process or functional escalations, ensuring timely and effective solutions
Collaboration:
- Work closely with internal teams to ensure alignment and support for site operations and client service delivery
Reporting:
- Provide regular reports on site operations, client service delivery, and escalation management to senior management
Qualifications:
Proven experience in IT management, preferably in a BPO (Call center) environment. Strong understanding of systems, network, and voice services. Excellent client service and relationship management skills. Ability to handle escalations and resolve issues effectively. Strong communication and interpersonal skills. Ability to work collaboratively with cross-functional teams.
Benefits:
- Competitive salary and benefits package ( salary to be agreed according to experience)
- Opportunities for professional growth and development
- Dynamic and supportive work environment
Estimated salary range is $60,000 - $80,000 per year, depending on experience. If you are a motivated and experienced IT Operations Manager looking for a new challenge, please submit your application.
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