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Contact Center Manager: Advanced Technology Services

ATS grew out of the need for American business to remain competitive in a rapidly changing global economy. From our roots as a spinoff enterprise from Caterpillar, ATS has grown into a leading supplier of outsourced factory maintenance, industrial component repair and IT services for top Fortune 500 companies. ATS has improved the performance for the worlds most sophisticated companies and we owe our nearly 20 years of success to our employees. Your time and your knowledge are important, make the most of both. At ATS, we've continually empowered our employees to develop their skills and advance in their careers. It's our philosophy, along with our uncompromising commitment to customer satisfaction that has made ATS a success and a great place to work. ATS is a nationwide leader in providing IT services and solutions to large Fortune 100 corporations that include Help Desk, Desk Side Support, PC Life Cycle Support, PC and Wintel/Unix Server Hardware Maintenance.

ATS has improved the performance for the world's most sophisticated companies and we owe our 20+ years of success to our employees. Your time and your knowledge are important - make the most of both. At ATS, we've continually empowered our employees to develop their skills and advance in their careers. It's our philosophy, along with our uncompromising commitment to customer satisfaction, that has made ATS a success and a great place to work.

ATS currently has an exciting opportunity for a Contact Center Manager located in Peoria, IL
Summary:
Leads the contact center team and managed services team to enable growth and profitability for the division. Utilizes advanced technical knowledge and leadership skills to ensure customer service with existing products/services and product/service development.

Principal Duties/Responsibilities:

• Manages contact center and managed services team to meet company and SLA/customer requirements, including but not limited to quality, profitability, productivity, and efficiency objectives.
• Identifies, develops, and presents managed services solutions (comprised of network infrastructure, server management, virtualization and data backup strategies)
• Confers with sales, operations, customers and other partners to develop and implement products and services and work processes to support growth and profitability of the division.
• Engages team through hiring, training, coaching, and performance management.
• Contribute and or lead larger projects such as, Data center integration, and Virtual services.
• Possess skills that allow for ITIL standardization and integration.

Knowledge, Skills, Abilities, & Behaviors Required:

• Bachelor's degree in a technology related field along with 10+ years of related experience
• Master's degree and PMP preferred
• 5+ years experience managing a team of people
• Advanced knowledge of networks, IT infrastructures, data centers, managed services, iTel, and solftware/application tools that deliver services to support these areas
• Previous experience supporting sales and managing P&L statements preferred

Physical Demands and Working Conditions:
While performing the duties of this job, the employee is regularly required to use hands, speak, and hear. The employee is occasionally required to sit for long periods, reach with arms, and use close vision. At times, the employee is required to use a telephone, a keyboard and computer, and other office equipment. Work is typically performed in a moderately noisy business office.

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