ITS Global Support Center Manager

Are you looking for a new challenge? Do you love leading people? Do you believe that strong associate/manager relationships underpin success. 5-7 yrs or more experience managing a customer service/help desk or technology support organization.

Then the Global Support Center is looking for you. We are seeking a fresh minded, highly experienced unit manager with a proven track record for delivering results. The successful candidate will be able to work in a complex team environment where consistency is key, but at the same time feel confident to challenge the status quo and suggest improvements to established processes and thinking.

In today's resource conscious environment, innovative thinking, creative solutions and highly engaged and motivated associates are the corner stones of success.

Still interested, then check out the Role Description below and apply today.

Responsibilities:
Managing a crucial 24x7x365 team that impacts the entire organization.
Our Support Center is the main focal point for technology assistance from the I.T. practice for our associates and external customers world-wide.
Current staff consists of 12+ associates with a variety of work patterns and schedules.

The management responsibilities include:
Provide day-to-day direction to the associates in the unit,
Fulfill key functional roles within the unit
Reinforce and emphasize the mission and goals of Hewitt Associates
Monitor adherence to the Quality Policy
Perform key roles in meeting the mission and functional requirements of the unit.
Ensure associates are informed, trained, motivated, directed, and empowered.
Ensure associates are properly oriented into the unit, evaluated on a timely basis, fairly compensated according to their contributions, and progress according to the jointly-developed and jointly-managed associate development plan.
Participate in scheduled Disaster Recovery tests
Monitoring productivity of the operation
Managing and prioritizing daily work schedule
Acting as primary customer contact for issues and needs (e.g.; troubleshooting, standard service requirements, emergency needs, tours, etc.)
Maintenance of administrative information and training materials
Training Support Center associates
Performing hands-on work
Maintaining the relationships with outside service providers
Ability to be flexible with hours
Coordinating the budget and Real estate requirements
REQUIREMENTS
Education/Certificate:
BA or work experience equivalent

Technical Skills:
Proficiency in the following technical tools and processes: Remedy - call/problem tracking, customer service phone skills, ACD tracking, statistics and measures, 24x7 workforce management, Excel spreadsheets. Familiarity of and ability to work within the variety of desktop operating systems and tools utilized at Hewitt Associate (MsOffice, Windows, Lotus Notes, e-mail, etc.)

Functional Skills:
Ability to manage a world class customer support organization
Skilled in tracking, measuring and monitoring service levels as well spotting trends in service delivery
Exposure to shift work (scheduling, actually working it, or a general exposure to it)
Prior managerial experience of non-exempt associates a strong plus
Ability to maintain a team environment
Ability to establish and maintain working relations with outside vendors and internal technical support areas
Knowing the importance of teamwork and communication between multiple shifts.
Understanding the importance of training new associates, and following up on their progress and training.
Extensive time management skills
Resourceful in determining the information and tools needed by the area to provide effective customer service to our associates and clients
Project Management skills
Must have an approachable demeanor: "open door policy".
Ability to effectively communicate with a variety of communication styles throughout the organization
Flexibility to perform multiple tasks combined with the organizational ability to keep track of all projects.
Analytical/Problem-solving skills necessary to determine various methods of obtaining information and to identify methods of streamlining and improving processes.
Flexibility in managing and prioritizing work assignments
Creativity in motivating, challenging and developing associates in professional growth
Well-developed verbal and written skills
Commitment to quality
Decision making
Works independently
Strong planning, organizational skills
Computer aptitude
Aggressive as far as being willing to tackle unknown areas of technology

Amount of Travel:
Minimal, 2-5 days per year for seminars, conferences or visits to other centers


Hewitt Associates is a global outsourcing and consulting firm delivering a complete range of human capital management services to companies, including HR & Benefits Outsourcing, Payroll, Health Management, Retirement & Financial Management, and Talent & Organization Consulting.

Our associates have been instrumental in developing innovative solutions that have helped our clients become some of the most successful companies in the world. Today, our client roster includes more than half of Fortune 500 companies and more than a third of Fortune Global 500 companies.