Call Center Manager

3+ years call center support 1+ years NICE call recording applications support 1+ years supporting dialer applications support 1+ years telephony support Working knowledge of Workforce Management application 1+ years SQL/Oracle database support Demonstrated experience in a production/support environment with functional experience in change and incident management Proven experience administering Windows and UNIX based operating systems Basic knowledge of networking technology Demonstrated superior written and verbal skills, along with the ability to effectively interact with all levels of the organization including both internal and external customers Ability to work collaboratively in a team environment and operate effectively in stressful situations Proven ability to take the lead in learning tools and processes and promotes effective use of technology to solve business problems; provides mentorship to peers in the same Proven experience developing proactive processes designed to alert/eliminate issues before they escalate in priority or business impact Application support for Telephony (ECCS applications) Interface directly with the clients and vendors to troubleshoot issues. Acknowledge, troubleshoot, resolve, escalate and determine root cause for Service Center tickets within SLA Change releases (ITSM)- Perform documented plans for system changes, upgrades, installations and outages and follow all change management guidelines Monitor/Develop proactive processes designed to alert/eliminate issues before they escalate in priority or business impact Complete end-user access requests and other work requests according to service level guidelines Identify areas where efficiencies can be gained using proactive approach through collection and analysis of metrics Share the Profiles to mahesh(@)techtammina(dot)com Contact: 703-349-1004 Job Type: Contract to Hire Eligibility: EAD Green Card/Green Card/US Citizens Keep the subject line with Job Title and Location Tech Tammina LLC