City : Toronto

Category : Other

Industry : Technology/Computer Services

Employer : IBM

Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities
Business Results
The Assistant Manager of End Users Services is responsible for the daily Supervision and Management of a team of Leads, Knowledge Management, Workforce Management, QC and Agents to ensure EUS operates efficiently and all KPI’s are met or exceeded. One of the primary responsibilities is that of coach and mentor to ensure the Leads or Agents achieve and exceed the standards set forth by IBM and Clients.

Client Success
The EUS Workforce Manager plans for staff shortages to ensure no misses are potential by using historic arrival patterns and working with the Workforce Traffic Analyst. The Workforce manager leads by example by demonstrating and invoking a true sense of urgency with issues as they arise and quickly works to complete the task at hand or resolve the issue.

Innovation
Continuously transform and refine the EUS operating model to fit the needs of the business by identifying and developing process efficiencies.
Actively support the development of service solutions, service level agreements and ongoing management of service level compliance.

Responsibility to Others
Provide coaching and mentorship to ensure the Leads or Agents achieve and exceed the standards set forth by IBM and Clients and to ensure consistency in leadership development is being done.
Utilize IBM’s performance measurement framework to facilitate feedback for team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered. Lead the way with integrity.

Responsibilities

1. Monitor, track and evaluate Lead and agent performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to agents and Leads to ensure all goals are met or exceeded and standards are adhered to.
2. Lead multiple projects while maintaining operational efficiency.
3. Full understanding of Workforce Management practices related to forecasting and scheduling.
4. Manage time-off processes to ensure proper staffing is maintained.
5. Be the constant presence in the production operation and actively interact with Leads and agents (as needed).
6. Ensure Leads and agents have the training and tools needed to ensure agents are engaged in productive work and systems are functioning properly at all times.
7. Ensure that underperforming Leads or agents consistently meet or exceed IBM and client expectations through the creation and implementation of written action plans.
8. Resolve client escalations or issues using fact gathering and data analysis tactics in a timely manner.
9. Responsible for upward and downward communication ensuring the flow of information, from EUS management and client to the agents and from the agents to EUS management and client.
10. Participate in Agent & Lead selection and interviewing processes
11. Provide and/or coordinate on-the-job or up-training as necessary to enable Agents or Leads to meet IBM and client expectations.
12. Strong technical background in Enterprise Support
13. Continuous leadership development and mentorship for EUS Leads.
14. Creation or improvement of processes or procedures for the day-to-day operation of the Service Desk
15. Other duties and responsibilities assigned by management.

Required Technical and Professional Expertise
Qualifications

1. Ability to thrive under pressure in a deadline driven environment, with ability to adjust to changing priorities.
2. Ability to communicate effectively both written and verbal. Ability to convey ideas in a logical order and professional manner.
3. Ability to analyze and diagnose technical problems utilizing documentation, tools, and knowledge database.
4. A minimum of 3-5 years’ experience in a leadership role supervising multiple Agents and / or Leads in a fast-paced working environment with a team of 100-200+.
5. Prior supervisory or leadership experience in a Technical Service Desk preferred.
6. 2 years college or more preferred
7. Proficiency in working in a Windows-based computer environment
8. Proficiency in Microsoft Office applications, especially MS Word and Excel
9. Perform administrative tasks in inView/Clearview to create new clients; new users, new dashboards, and new metrics
10. Perform administrative tasks in InContact studio such IVR updates and creating new client’s scripts workflow
11. Knowledge and experience with InContact administration, (creation of new POC, Skills, and campaigns).
12. Knowledge and experience, performing administrative tasks in REACH
13. Excellent oral and written communication skills
14. Strong organizational and interpersonal skills
15. Schedule flexibility
16. Analytical and problem-solving skills
17. Strong ability to multitask
18. Ability to thrive in a fast-paced environment.
19. Dependability regarding completion of assignments and attendance
20. Strong working knowledge of Human Resource Best Practice.
21. A clear credit check is a requirement for this role

Preferred Technical and Professional Expertise
N/A

Must have the ability to work in Canada without sponsorship.
About Business UnitIBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
This role requires you to be fully vaccinated against COVID-19 prior to your start date.  Full vaccination refers to receiving dosage of COVID-19 vaccines that provide full protection in accordance with Canada Public Health and WHO guidance (full series of a 2 dose vaccine plus 14 days or a one dose vaccine plus 14 days from the last dose).  Proof of vaccination status will be required.  Booster vaccination requirements may be required.  If you are unable to be vaccinated due to medical or religious reasons, we offer accommodations in accordance with applicable law.
Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBMIBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.