Robert Half is working a client in Akron, OH with a need for a full-time Technical Manager of Operations. Company has an outstanding culture with a comfortable and inviting atmosphere, full range of benefits and growth and development opportunities. The Technical Manager will be responsible for assessing operations, call volume, time on hold, and other aspects to be improved in a call center environment. What will our Technical Manager, Operations do? • Oversees Daily Operations. Responsible for operational processes and standards to achieve results. • Achieves Performance Metrics. Oversees and monitors scheduling, performance standards and productivity. • Responsible for management functions within the Operations team including performance review, counseling/disciplinary actions, learning/development and other personnel decisions in conjunction with the Human Resources Department. • Ensures high level of customer service. Lead team to deliver results. Be a champion of the customer experience. • Establishes policies and procedures to meet a high quality standards. • Protects assets, control expenses and ensures operating budgets are met. • Performs all other duties as assigned by Management. Additional Information The right candidate will have: Education: Bachelor's Degree preferred. Experience: • Minimum 5+ years related business experience • Minimum 5+ years Contact Center Experience, Technical Support experience preferred • Minimum 3+ years in leadership, supervisory or managerial level experience with an emphasis on employee performance management and development. • Experience in human relations Computer Skills: • Demonstrated knowledge of Microsoft Office applications • Strong proficiency in Windows and PC based applications • Experience in Call Center Technology in a skill-based routing environment preferred Other Requirements: • Experience troubleshooting and resolving complex problems and issues (i.e. technical) • Demonstrated knowledge of the technology industry and general business management • Highly self-motivated with strong project management and problem solving skills. Ability to organize, prioritize and deliver in a fast paced environment. • Superior follow-up and attention to detail skills • Flexibility and ability to work in a dynamic environment • Willingness to occasionally travel by automobile or commercial airline with overnight stays. Please contact Scott Arko at firstname.lastname@example.org or 330.253.8160 for any inquiries.