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NOC Operations Supervisor

Company: ePlus inc.
Location: Morrisville
Posted on: January 16, 2022

Job Description:

  • Shift - Wednesday through Friday 6:30 AM to 4:30 PM / Saturday 7:00 AM to 8:00 PM
    Job Description:Are you up to the challenge? At ePlus, we engineer transformative technology solutions for the most visionary companies in the world. This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions. Our partnerships with leading edge technology manufacturers-many of which look to us for their own technology infrastructure needs-keep us immersed across the broad spectrum of the IT ecosystem.As a NOC Operations Supervisor, you will be responsible for the performance of the Managed Services delivery team on the shift that they are supervising. The Operations Supervisor will ensure the team is delivering with quality to meet ePlus customer needs. The Supervisor will serve as the first escalation point for customers.From strategy to fulfillment to managed services, our engineering centric solutions enable our clients to realize what it means for technology to do more.Job Responsibilities:
    • Plan, organize, schedule and supervise the day to day operations of the on-shift delivery team including the delivery of daily communications to the team detailing previous day's metrics, staffing levels, and any special customer handling needs.
    • Monitor team and individual dashboards to ensure everyone is responding and resolving cases with a sense of urgency and within SLA
    • Accept customer escalations and provide definitive and timely updates and resolutions to the customer contact and internal stakeholders.
    • Work with the employee managers to optimize shift schedules and ensure adequate coverage to meet the customer needs
    • Communicate and execute policy and procedure to the on-shift team, and execute change initiatives including but not limited to implementation of new processes and process improvements
    • Achieve excellent customer satisfaction through the development and maintenance of effective relationships of both internal and external customers.
    • Contribute to and participate in performance reviews with the team's managers to ensure performance expectations are set, monitored and executed.
    • Together with the hiring manager, participate in interviews and assist with mentoring and coaching of new employees on shift
    • Monitor the service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
    • Enforce schedule adherence, provide performance reports to the Upper Management including but not limited to schedule adherence (Arrival Times, Breaks, Lunches, etc.) and shift performance
    • Collaborate autonomously and with other ePlus departments to continuously evaluate processes and create work procedures that support strategic directives, financial discipline and overall operational efficiency.
    • Follow ePlus' performance review process to promote communication, provide useful feedback about job performance and contribute to an employee's professional developmentJob Knowledge/Skills:
      • 5+ years' experience in customer service operations or technical support required
      • 1+ Year Supervisory experience, preferably in a Technical Support Supervisor role with proven ability to work effectively with employees at all levels in the organization
      • Excels in achieving outstanding performance results
      • Experience working in a fast-paced environment
      • Excellent interpersonal and diplomacy skills
      • Excellent verbal and written capabilities
      • Excellent computer skills and experience with, MS Office Suite, Visio, Automatic Call Distribution software, etc.
      • Strong ability to multitask to meet deadlines and manage competing priorities to be in alignment with the strategic goals
      • Serve in 24x7 technical support environment, ability to work flexible shifts
      • Bachelor degree in computer science, technical or business-related field required or related experienceYour Corporate Responsibilities:Internal Control responsibilities vary by role and are subject to change. Please discuss your individual internal control responsibilities with your immediate supervisor on a regular basis
        • Handle confidential matters and information professionally
        • Conduct business in a professional, competent and ethical manner
        • Adhere to corporate policies and proceduresEducation and Experience:
          • 5+ years' experience in customer service operations or technical support required.
          • 1+ Year Supervisory experience, preferably in a Technical Support Supervisor role with proven ability to work effectively with employees at all levels in the organization
          • Excels in achieving outstanding performance results.
          • Experience working in a fast-paced environment.
          • Excellent interpersonal and diplomacy skills.
          • Excellent verbal and written capabilities.Physical Requirements of Position:Ability of finger dexterity to be used primarily to make small movements such as typing, picking up small objects or pinching fingers together. Movements frequently and regularly required using the wrists, hands and / or fingers. Speech ability must be at a level where one must convey detailed or important instructions or ideas accurately, loudly or quickly. Hearing ability must be at a level to hear average or normal conversations and receive ordinary information. Visual ability must be average with ordinary visual acuity necessary to prepare or inspect documents or products, or operate machinery. Physical strength for sedentary work with sitting most of the time. May have to exert or lift up to 10 - 20 pounds of force occasionally and active work that could include climbing a ladder and using power tools.ePlus is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ePlus promotes affirmative action for minorities, women, disabled persons, and veterans.#LI-CR1Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: ePlus inc., Cary , NOC Operations Supervisor , Hospitality & Tourism , Morrisville, North Carolina

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