Manager, Incident Management Varolii Corporation

Description

Varolii is seeking a Manager to lead the Incident Management team consisting of Tier 1, Tier 2 and leads. The Incident Management team is a 24/7/365 environment dedicated to technical support and an extremely high level of customer service. This position requires proven leadership and an extreme drive to advocate on behalf of Varolii customers with urgency. Additionally, this position will require an excellent understanding of process implementation, continuous improvement and the ability to manage quality of service on a day to day basis. The successful candidate will have demonstrated experience in managing in a high stress, high volume environment and serve as an escalation point for both internal and external customers.
This position will report to the Director of Client Services.

Primary Responsibilities:

Manage the quality of service in a highly technical, varied environment serving Fortune 100 customers.
Workload management ? prioritization and classification of issues and resource management.
Delivery of service within strict SLAs.
Quality Assurance (technical research, documentation, communication, service)
Ensure all Incidents are recorded and escalated in the correct manner and according to Standard Operating Procedure (SOP).
Review Alarms for opportunities to tune monitoring and increase efficiency.
Participate in on-call rotations and serve as an escalation point for customers.
Develop excellent cross-functional and collaborative partnerships
Develop and coordinate training programs
Regularly review and improve procedures
Coach, mentor and motivate leads and team for career growth and high performance


Requirements (Knowledge, Skills and Abilities):

Previous leadership experience in a technical environment
Demonstrated expertise in web-based technology, application definition and database-driven applications.
Unix & SQL knowledge a plus.
Telephony experience / familiarity a plus.
Knowledge of ITIL.
Knowledge of Lean/Six Sigma
Outstanding judgment, problem resolution, team building, decision-making skills, & the ability to work under continual deadline pressure required.
Ability to communicate in a clear, concise and professional manner to all levels of the Varolii and customer organizations.
Extraordinary work ethic and high level of commitment to the team and the success of Varolii.


Education / Experience:

5+ years Customer Service experience working with Major Accounts.
2+ years experience leading technical groups in a multi-channel, contact center environment.
BS in Computer Science or related technical degree.
An entrepreneurial, self-motivated mindset.
Experience with either IVR or Automated Dialer application technologies in either a vendor r customer capacity a plus.
Excellent leadership capabilities, including strong interpersonal skills and the ability to develop high performing, customer-oriented teams.


About Varolii
Varolii is a market leader in Customer Interaction Management, helping large enterprises communicate with their customers, members and employees in the most effective and cost?efficient manner.

Varolii pioneered the first truly personalized, proactive automated solutions for contact center optimization more than a decade ago. Since that time, we?ve been first to market with applications that have revolutionized how companies interact with consumers. We honed years of experience and technology innovation into targeted application suites tailored to six key vertical markets: healthcare, financial services, airlines, utilities, telecommunications and retail. These application suites combine cross channel communications (voice, text, email and smartphone) with advanced analytics, segmentation, reporting and campaign controls for a seamless solution that yields more profitable outcomes and a better overall service experience.

Location:	Seattle, WA 98104 United States