What are the responsibilities and job description for the Queue Manager Operations II position at Compucom?
Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for an Operations II to join our team.
Responsible for the operating activities of one or more functional departments and/or branches. Identifies, prioritizes, and communicates all system and process issues that affect productivity and efficiency, and provides input and support for necessary improvements. Duties may include, but are not limited to, following and offering suggestions to better improve procedures and policies, case management, case dispatch, entry level technical case review and triage, scheduling, quality assurance, billing, cost analysis, reporting. Works on problems of moderate scope and analysis of data. Normally receives limited instruction on routine work, general instructions on new assignments. This position exercises judgement within generally defined practices and policies in selecting methods and techniques for obtaining solutions.
Responsible for the operating activities of one or more functional departments and/or branches. Identifies, prioritizes, and communicates all system and process issues that affect productivity and efficiency, and provides input and support for necessary improvements. Duties may include, but are not limited to, following and offering suggestions to better improve procedures and policies, case management, case dispatch, entry level technical case review and triage, scheduling, quality assurance, billing, cost analysis, reporting. Works on problems of moderate scope and analysis of data. Normally receives limited instruction on routine work, general instructions on new assignments. This position exercises judgement within generally defined practices and policies in selecting methods and techniques for obtaining solutions.
- Initial review of cases prior to dispatch to attempt remote resolution or confirm if dispatch is required
- Technical review and remote support to determine parts needed to meet first time fix as well as tech instructions or suggestions
- Follows defined processes on case management
- Responsible for the operating activities of one or more departments and/or branches, and assists the company in relation to policies, practices, and attainment of operating goals
- Prepares reports and records on department activities for use during case management or for team/program manager as requested
- Call scrubbing and 1st level PMO billing review
- Responsible for the administrative duties related to Operations, including requesting, gathering, and organizing information
- Working to remove obstacles and driving to make contract requirements by interacting cross functionally with delivery teams: Client interaction, meetings and 1st point of escalation
- Bachelors degree preferred or equivalent experience in Technical or Business emphasis
- Minimum 2 years experience in related field / Related experience or equivalent combination of experience and education
- A certification for technical role, hardware knowledge and experience
- Good problem-solving skills
- Organizational skills
- Ability for review and follow knowledge
- Communication skills
- Microsoft Office knowledge
Our benefits include:
Health Insurance (Medical, Dental, Vision)
Basic Life/AD&D
Employee Assistance Program
Paid Holidays
Paid Time Off
401(k)
FSA/HSA Pre-Tax Benefits
Discounts
Life/Disability Plans
