Operations Center Manager (Dispatch/Contact Center)

TITLE:Operations Center Manager (Communications & Dispatch Center)LOCATION:St. Louis, MORESPONSIBILITIES:· Manage the onsite 24x7 multi-shift Ascent Operations Center (AOC) team, including all shift personnel, Training Assistant, and Leads· Oversee day to day operations, escalations, ticketing, and communications with clients, including assigning and managing the workload to employees· Manage customer’s expectations for support services by taking initiative and demonstrating self-discipline and management and ensuring the AOC meets required expectations as defined by Service Level Agreements· Act as the escalation point for clients while compiling supporting data and reporting back to client· Participate in internal and external meetings and calls with clients, vendors, and other department leaders· Guarantee AOC meets aggressive availability, ticket, and work order handling objectives· Serve as the Hiring Manager for all positions within the department, participating in interviews and selection process· Develop and continuously improve the AOC training program with Training Leaders for new hires to adjust quickly to AOC environment· Provide coaching to Training Assistant and Shift Leads for ongoing training of AOC personnel· Create strategies for growth and ongoing maintenance of Operations Center while also completing regular meetings and annual personnel performance appraisals· Ensure compliance of the Maximo system and AOC processes· Ensure adequate coverage for AOC is always met so continuous monitoring of all services is maintained, and service is restored as quickly as possible if a critical event occurs.· Assist in managing the call center software to ensure availability of representatives and distribution of call volume to the team· Support the day-to-day activities within the Ascent Operations Center· Communicate and hold the Operations Center accountable to new process changes, operational procedures, and workflows· Work with Site Operations department to update client escalation lists and Operations Center SharePoint, as needed· Troubleshoot emergencies, potential problems and issues, and organize and manage resolution