Continuant Work Values

Daily Duties at Continuant:

Responsibilities: • Leading a team of senior NOC engineers, project managers, field technicians and vendor management to deliver a high level of customer satisfaction. • Program Manager for all projects supporting new and existing clients • Be the primary customer point-of-contact for all program activities • Reducing costs to increase profits. • Recruiting and developing technical support team and developing career paths that allow for career growth within the operations team. • Work collaboratively with the customer experience department to build a cohesive team to provide customers with the highest level of support • Mentor and train managers • Work with sales to deliver and close new business • Organize and build a project management team • Analyze existing operational processes, determine, and implement process, system, or training recommendations to reduce operations costs, improve the customer experience, or improve operating effectiveness. Work closely with IT on system enhancements and recommendations. • Coordinate the resolution of major customer service affecting events • Expand NOC live operation hours from 12x5 to 24x7 Daily duties: • Interview and hire Tier 3 engineers • Lead daily operational support team meetings • Review daily, weekly and monthly service level performance reports • Build technical training program and needs requirements, review training content, attend mock training classes and approve prior to delivery to staff • Lead weekly project team meetings, review project metrics and performance with project managers • Develop process and systems to support the project teams ability to deliver projects on time and under budget • Create project operational performance dashboards with Microsoft Project Server and SQL • Create tier 1 & 2 help desk structure, recruit, interview and hire technical staff • Develop continuous process improvements by setting performance benchmarks, analyzing areas of improvement in current process or create new as needed and institute change to increase efficiencies • Attend executive business development meetings and retreats to create strategies for new business opportunities • Ensure the efficient and timely coordination of customer installation and repair assignments. • Create and deliver annual performance reviews for direct reports • Create job descriptions for newly developed positions • Manage operational budget of $5.6 million • Create justifications for pay increases and deliver to staff upon approval

What they like about Continuant:

You give high priority to hiring firms with prestige. Market reputation and prestige of a firm may be determined through on-line research, and conversations with individuals working in your target industry. Note that firms "in the public eye" receive a great deal more critical publicity and attention than those operating with more anonymity. So as you assess your employment opportunities, be sure to seek out the positive aspects of the firm's reputation in addition to noting negative publicity the company may have received.

Tags

Contact Center, PMP, COPC, ITIL, Telecom, Support

Skills

These are some of the questions we asked our climbers about their experiences with Continuant: