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Director of Service Operations Center

Director of Service Operations Center

Job Locations 
US-IL-Chicago
US-MN-Edina
US-TX-Austin
Category 
Information Technology

More information about this job

Company Overview

Who Mattersight is:

 

The rubber hits the road when someone picks up the phone to talk to a company. It happens over 250 million times a day. With over 60 percent of people dumping brands because of bad customer service, that phone call can make or break a business.

 

Enter Mattersight – the only company that uses personality analysis and big data analytics to improve every customer call, increase customer satisfaction and lower costs for Fortune 500 enterprises. Our patented technology mines a private database of over 1 billion customer service calls to quickly pair customers with call center agents they will naturally, effortlessly click with. Awkward and annoying becomes satisfying and enjoyable. Frustrated becomes enthusiastic.

 

Mattersight helps companies make positive conversations with their customers the rule, not the exception by fostering emotional connections that turn complainers into fans.

Responsibilities & Qualifications

What you’ll do:

 

Mattersight is looking for a Director to oversee our Service Operations Center Team and join our rapidly expanding Service Operations division within Mattersight’s Service Delivery group.

 

The Mattersight Service Operations Center (MSOC) Director leads the activities and performance of the SOC team. This integral role will work closely with the other Service Operations managers to devise and implement global SOC process, documentation, training and strategy. The position reports into the Vice President of Service Operations

 

Individuals in the Director, Service Operations Center position are responsible for, but not limited to, the following tasks:

  • Incident Management
    • Monitor the ticket queue/reports to ensure tickets don’t exceed our SLA agreements
    • Ensure all Incident Reports are prepared and submitted in a timely fashion
  • Supervision of SOC
    • Perform performance reviews with the Team in accordance with company policy and timelines
    • Team's schedule, shift rotations and PTO request approval
    • Point of contact for SOC agents calling in sick when on shift
    • Create environment oriented to trust, open communication, creative thinking, & cohesive team effort
    • Assist in encouraging the message of the team mission statement/vision in line with business objectives
    • Ensure the team members have the necessary personal development, including education and training
  • Escalation
    • Point of contact for all SOC escalations, both external and internal
    • Engage on customer service issues - researching and implementing service and process related issues (Service Improvement Plans)
    • Engage on technical support issues and provide insight to manufacturer recommended troubleshooting and repair.
  • Customer Engagement
    • Participate in customer meetings when a SOC representative is required
  • Global SOC Team Building
    • Work in conjunction with the other group leaders to summarize all escalations ensuring that adequate troubleshooting has occurred and identifying any training opportunities
    • Work in conjunction with the other group leaders to craft strategies for improving customer service and enhance customer focus skills
  • SOC Performance
    • Update and maintain training material, systems documentation and policy and procedures manuals.
    • Weekly review and update call with the Technical Manager to review ongoing projects, new customers, review processes and analyze incidents occurred within last week
    • Report to leadership - progress, outstanding issues and challenges
    • Review the Monthly Reporting to analyze SOC performance and acknowledge those who have exceeded expectations and those who have not met expectations

What you definitely have:

 

The ideal candidate for this position will have 7-10 years of relevant work experience, preferably in a fast paced & challenging environment. Additional requirements include:

 

  • 7-10 years of Service Operations or Network Operations Center experience
  • Technical certification in one or more industry related technologies
  • Managed teams of 10 or more
  • Demonstrated ability to troubleshoot technical issues.
  • Experience with enterprise architecture domains
  • Exceptional communication and presentation skills to include technical and business concepts.
  • Ability to multi-tasking and accept change both in tasks and schedule
  • Ability to clearly articulate messages to a variety of audiences
  • Business analysis and requirements gathering abilities
  • Ability to learn technology quickly through instruction and self-training
  • Must be a team player and able to work collaboratively with and through others
  • Familiarity with project management approaches, tools and phases of the project lifecycle
  • Excellent time management skills.
  • Familiarity with Root Cause Analysis

Preferred Skills:

    • Experience with enterprise software application support
    • Working knowledge of all the components in a web applications stack.
      • Server, network, and hosting environment.
      • Relational and nonrelational databases.
      • Interactions between two systems across the internet.
      • User interface and user experience.
      • Security concerns throughout the platform.
    • ITIL Foundational Certification
    • Customer service attitude, focused on delivering value to clients and team
    • Highly motivated individual with a sense of urgency and ownership
    • Bachelor’s degree in Computer Science or equivalent

Strong Knowledge of the Following Technologies:

    • Microsoft Windows 7/8.1/10 and Server 2008/2012 operating systems
    • Microsoft Active Directory, LDAP and SSO technologies
    • Microsoft Office / Sharepoint / Lync 2010/2013
    • Version Control and SDLC methodology
    • Preferred experience in a professional services environment is ideal

 

Frankly put, Big Data is exploding. That explosion is presenting all kinds of interesting avenues for our business, which is allowing our teams to grow professionally, technically and personally. This is exciting technology in an exciting space, and we want YOU to come join us on this adventure.  If you want to grow and contribute in ways you didn’t expect, contact us today and see what matters.

Other Facts

Company Culture & Facts

 

Corporate Culture

 

Mattersight values diversity, curiosity and collaboration. Employees from all experience levels and backgrounds are intermingled and encouraged to learn about each other’s projects. Our offices foster teamwork as well as self-motivation, with a healthy dose of fun thrown in.

 

Eligibility & Location

 

Mattersight seeks candidates authorized to work without sponsorship in the United States. The Director, MSOC role can be based out of either Mattersight’s Chicago, IL, Edina, MN OR Austin, TX locations. Candidates should anticipate little to no travel.

 

Compensation

 

Mattersight is prepared to offer a highly competitive benefits and compensation package for the ideal candidate.

 

Questions

 

Any questions regarding the position should be communicated to Patrick Stearns, Director of Talent Acquisition, patrick.stearns@mattersight.com

 

For more information about Mattersight, visit http://www.mattersight.com/. Mattersight is committed to equal opportunity and affirmative action in all employment matters: Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, ancestry, marital or domestic partner status, national origin, disability or medical condition, pregnancy, veteran or military status, sexual orientation, gender identity, or on account of membership or affiliation with anyone in any of the foregoing categories, or any other protected category under federal, state or local law. Although particular legal provisions may differ in various locations in which we do business, our principles are the same worldwide.