Contact Center Service Delivery Manager

  • Kaiser Permanente
  • Pasadena, CA, USA
  • Jan 17, 2019

Job Description


As a member of the Telephony Delivery and Support team, the Contact Center Service Delivery Manager position is responsible for supporting the telephony solution in partnership with the vendor (via a Managed Services contract). They will ensure that technical and process issues are addressed in a timely manner via established, well-defined, support processes and governance structures.

  • This position will be responsible for supporting the CCS - Telephony Infrastructure solution in partnership with the vendor (via a Managed Services contract).
  • The position will ensure that technical and process issues are addressed in a timely manner via established, well-defined, support processes and governance structures.
  • The position requires a close relationship with the business partner in knowing their platform configuration, requesting changes and resolving issues.

In addition to the responsibilities listed below, this position is responsible for leading configuration, installation and support of network/telephony hardware, software, and VoIP systems . The position will also lead ACD reporting, ACD call flow, vendor management, projects, and consultation, including resolving complex problems while managing the Network and Telephony infrastructure and environment following established standards and procedures. This also includes leveraging a working knowledge of enterprise toolsets focused on LAN/WAN capacity reports and Telephony Metrics, and knowledge of features and components of Network and Telephony Hardware and software.Some of the unique challenges this position will face include identifying and leading resolution of network/telephony hardware and software for voice and data issues, oversight of activities and vendors, and facilitating and consulting on complex enterprise issues.

Essential Responsibilities:

Conducts or oversees business-specific projects by applying deep expertise in subject area; promoting adherence to all procedures and policies; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating issues or risks, as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities; evaluating recommendations made; and influencing the completion of project tasks by others.
Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; listening and responding to, seeking, and addressing performance feedback; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members; creating and executing plans to capitalize on strengths and improve opportunity areas; and adapting to and learning from change, difficulties, and feedback.
Follows and develops standard operating procedures.
Analyzes and prioritizes incoming requests and alerts.
Provides first, second, and third level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
Serves as an escalation point and mentor for junior staff.
Provides guidance on how to track and develop documentation.
Applies deep technical expertise to resolve complex problems.
Contributes to and maintains the knowledge repository for highly complex technical support.
Facilitates troubleshooting efforts in conjunction with lower level support to identify problems.
Provides guidance to meet key performance indicators (e.g., performance, availability, capacity).
Compiles information (e.g., procedures, installation, configuration) related to new technology.

Minimum Qualifications:

Minimum four (4) years experience in network/telephony system and user support.
Minimum two (2) years in a leadership role working with IT or operational teams.
Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum eight (8) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

Preferred Qualifications:

Two (2) years of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
Three (3) years experience working with IT vendors.
Four (4) years experience providing support for client/server platforms.

Primary Location: California,Pasadena,West Annex - Parsons 74 N. Pasadena Ave. Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri, Working Hours Start: 8:00 AM Working Hours End: 5:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Individual Contributor Job Category: Information Technology Specialty: Operations and Support Department: KPIT KFH KPIT ADMIN CCS SDM Travel: Yes, 10 % of the Time