IT Operations Manager

February 27

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TASQ Staffing Solutions

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TASQ Staffing Solutions is a staffing solutions provider founded by experts with over 70 years of collective experience in the industry. They specialize in talent acquisition, offering services that include executive hiring, mid-level role placement, entry-level recruitment, and technical recruitment. TASQ is committed to helping companies fill their manpower needs effectively across all levels and industries, ensuring they can attract the best talent to remain competitive in a global economy.

11 - 50 employees

🤝 B2B

🎯 Recruitment

👥 HR Tech

📋 Description

• Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts. • Ensure your account(s) are meeting client KPIs and service level expectations that are in our control • Ability to identify process gaps & streamline/optimize operations as part of continuous improvement • Lead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc. • Confidently lead conversations with clients. • Be capable of educating, speaking to the numbers, and negotiating demands • Be the main point of contact for all client escalations • Adhere to an internal reporting cadence to help oversee the performance of your team and client • Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates • Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.) • Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job • Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc. • Manage P&L to maximize margin and grow the account • When necessary, create, maintain and manage schedules, and approve timesheets and time off requests • When applicable, onboard new clients through coordination with sales, recruiting, and operations • Other duties as assigned by the VP of Client Operations.

🎯 Requirements

• Minimum Associates Degree in a business or related field. • Bachelor's degree preferred. • Minimum 5-10 years of experience managing or supervising IT/technical support representatives in a call center operations environment • Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference • Experience with Microsoft PowerPoint and/or Google Slides preparing and presenting Client business reviews. • Ability to be a balanced advocate for your team, the client, and Compass • Excellent written and verbal communication skills and a professional demeanor • Experience managing a remote workforce • At least two (2) years of OM experience handling a technical or IT program • Technical knowledge and experience is mandatory • IT knowledge/experience i.e. hardware, network, and software is highly preferred • Resource must have an experience in POS - either managing a program with the said product and/or has POS knowledge and experience troubleshooting • Strong client and team management skills • Excellent communication skills • Experience with launches is highly preferred - note that the resource will manage a new LOB.