Technical Operations Manager - Remote - Costa Rica
TTEC Digital is seeking a Technical Operations Manager to join the Managed Services practice. This is a remote, telecommute role based in Costa Rica, ideally in the Heredia region.
In the role you will be responsible for managing the platform, operational relationships, operations related services, and on-going support of contact center managed operations clients.
You will function as a trusted advisor to our clients, and your responsibilities will include oversight of the managed technical operations, building and maintaining client relationships, ensuring client satisfaction, mitigating risks, and leading managed technical operations account expansion.
In addition, the Operations Manager assures adherence with client regulations / policies (ITIL processes, Time reporting, Asset Management, Release Management, Security, etc.
The Ops Manager also manages internal and external communications regarding the client engagement. The Ops Manager ensures client satisfaction with Managed Services Offerings and facilitates the transition between project-related activities and Day-2 support.
Finally, the Ops Manager participates in the management of the commercial aspects of the managed services engagement. This includes assisting with the creation of commercial documentation, requirements gathering and determination of effort.
Platform Operations Management
Management, trending and analysis of historical and existing support and change service requests
Prioritize work related to service requests for technical resources
Own completion of Change Management cycles and provide adequate visibility internally and externally
Review daily / weekly / monthly platform statistics related to stability and capacity
Develop Action plans to resolve stability or capacity issues
Coordinate Incident / Service Request resolution activities from initiation to root cause analysis between Service Desk, Level II / III and management resources
Ensure certification of technical plans for major implementations and projects
Continuous development and exhibition of platform knowledge and effective application to the client environment
Ensure adherence with client regulations / policies; i.e., Incident / Problem / Change / Release Management / ITIL, etc.,
Timely and Effective Management of internal and external Communications
Organize and Lead regular client Operational status reviews
Coordinate account activities and communications with Account Management and support interactions and communications with relevant vendors
Maintain positive and professional demeanor when communicating internally and externally
Build strong business relationships with all engagement stakeholders
Act as a mentor for internal resources to ensure highest level of customer satisfaction
Act as a trusted advisor for client contacts
Distribute and discuss client lessons learned discoveries
Ensure Client Satisfaction with Managed Services Operations
Proactive informal check with client on Managed Services performance
Ensure client issues thoroughly triaged and SLA’s met
Conduct bi-annual client feedback discussion
Develop effective action plan to address negative client feedback and prevent recurrence of client issues
Communicate all client feedback to account management and staff
Management and assurance of escalations and timely and effective incident notifications
Drive the assurance of resource effort allocation to remain in alignment with client requirements
Arrange site visits with client to improve ICS / MS understanding of client mission
Ensure effective management of Commercial aspects
Assist account partners and Account Management with client interactions
Assist with the creation of SOW’s, Change Requests, RFP responses and other contract documentation
Tracking Project run rates, hours utilization and ensure proper invoicing
Pre-Implementation requirements compilation, LOE and Resource Management for small projects
Obtain solid knowledge of Managed Services offerings
Provide formal account status and communication with Account Partner and Account Managers
Provide important client information to peers and management to facilitate good business decisions
Work with account partners to identify relationship expansion opportunities
Manage effective transition of Support Activities
Integrate with and provide feedback to improve delivery methods
Ensure requisite support reference documentation is created
Provide direction for client transition to new support model
Manage client expectations for daily support and ongoing projects
Manage engagement scope and responsibilities
What skills you will bring :
6 to 8+ years Technical Operations Management experience, preferred with contact center technology experience, cloud or on-prem solutions Client management experience Strong consulting skills Experience with direct management or delivery of Contact Center technology including voice and / or data network management and operations, computer telephony integration, ACD and IVR applications, and Customer Relationship Management applications.
Demonstrated ability to mentor others and manage technical support teams
Who we are :
TTEC is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands.
We deliver outcome-based customer engagement solutions through , our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and , our delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services.
Founded in 1982, our nearly 65,000 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other.
We were founded on one guiding principle : customer experiences that are simple, inspired, and more human deliver lasting value for everyone.
Your role brings that principle to life.
COMPENSATION & BENEFITS
Benefits available to eligible employees include the following :
Medical, dental, and vision
Tax-advantaged health care accounts
Financial and income protection benefits
Paid time off (PTO) and wellness time off