• Interview and make recommendations for open positions in the call center,
support center and technical support.
• Maintain scheduling, timecards, and related reports.
• Ensure NCSC procedures are followed correctly.
• Analysis of call volume on continuous basis. Keep manager informed of call volume changes. Make recommendations if more staff is required or if change of process will assist in meeting Service Level Agreements (SLA’s).
• Ensure calls are answered in a timely manner.
• Monitor personnel performance on ACD system.
• Supervise shift personnel in daily operations.
• Participate in coaching, reviews and training assessments of shift personnel in conjunction with department managers.
• Work closely with management to achieve team and department goals.
• Assist in fine-tuning and implementation of Policies and Procedures.
• Function as customer service/support technicians needed.
• Review all requests for support of new technologies. Work with requestors to make sure all NCSC requirements have been met.
• Investigate new technology as directed. Analyze and document necessary changes.
• Remain current on technology by attending classes offered by CMC for CMC hardware and software, as well as attend seminars pertinent to job duties, displaying advanced knowledge and skills.
• Responsible for Xcellenet server administration and job monitoring.

• Proficient in Microsoft Office Suite
• Previous supervisory experience or job related experience
• Help Desk certification required
• Advanced knowledge of PC hardware
• Ability to work independent of supervision, but also functions well with direct supervision in an office environment
• Experience in Software and Hardware troubleshooting
• Use of Industry terms and vocabulary
• Ability to work well with people
• Exceptional organization and time management skills
• Positive attitude, good judgment and strong work ethic
• Ability to work under extreme pressure
• Ability to make sound decisions with minimal guidance
• Work with high level internal and external clients on a daily basis
• Ability to prioritize functions to ensure all processes are completed