JOB SUMMARY
Manages production support for the Billing Software Solution (BSS) Portfolio of applications including Task Management System (TMS), Customer Operations Reporting Portal (CORPortal), Charter Collections Mobility (CCM), Escalated Customer Action Form (ECAF). Responsible for implementing Contact Center IT (CCIT) initiatives that support the strategy and goals of the corporation. Implements CCIT standards, policies and/or master plan for the CCIT function. Manages the development and acquisition of new technologies and tools to improve the organization's internal operations and data delivery. Implements new technological directions and manages the organization in the deployment.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Oversee a department of the CCIT functional area.
Implement CCIT plan according to the CCIT and corporate strategy.
Manage the maintenance and enhancement of hardware and software systems that support field business applications and local area network/wide area networks (LAN/WAN) for employees.
Manage CCIT employees to ensure uninterrupted CCIT network support at maximum performance.
Ensure compliance with CCIT standards, policies and procedures.
Accountable for respective budgets.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write and speak the English language.
Basic computer skills, with proficiency with Word and Excel
Knowledge of computer and/or network systems, applications, procedures and techniques
Experience leading others and providing constructive feedback
Demonstrated interpersonal skills and ability to work effectively and collaboratively with a wide range of stakeholders Skill in organizing resources and establishing priorities
Ability to learn and support new systems and applications
Ability to work with others to resolve problems, handle requests or situations
Demonstrated knowledge of information technologies and methodologies related to assigned IT segment or area Ability to display a sense of urgency to resolve issues quickly and efficiently
A team player with the ability to enable changes in the business processes and ability to work cooperatively with all groups is essential
Ability to multi-task and handle on a proactive basis, changing priorities in a fast-paced environment in order to maximize time-management and efficiencies
Demonstrated ability to successfully distill complex technical information into clear, concise yet comprehensive communication material
Demonstrated ability to meet rigorous deadlines while managing multiple projects concurrently

Required Education
BA/BS in Information Technology, Computer Science, MIS or related field or equivalent work experience

Required Related Work Experience and Number of Years
IT work experience - 3
Project management experience - 1

PREFERRED QUALIFICATIONS
Preferred Related Work Experience and Number of Years
Managemet or Leadership experience - 2

WORKING CONDITIONS
Office environment