Kelly Services Operations Manager for Contact Center in Orlando, Florida

Job Description

Summary Description: Operations manager for Contact Center

Essential Job Functions: vendor management, SLA management, troubleshooting, staff oversight

Summary :

This position manages the team responsible for the operations of the company-s telephone and contact center telecommunication environments within a complex multi-location, multi-national, and multi-vendor infrastructure. The technical scope of the role includes all contact center technologies including PBX, carrier connectivity, voicemail, ACD, IVR, and quality monitoring. This is done by providing oversight of day-to-day management, team training and mentoring.

This person effectively manages the environment by understanding the overall systems and business impacts of each service, establishes priorities, and collaborates across the company and with outside partners and vendors to troubleshoot, repair and maintain platforms.

The role develops, implements and maintains policies and procedures for troubleshooting, repairing and maintaining telecommunications equipment and applications. The role assists in the development of departmental and project budgets including expense, capital and resource forecasts.

This person must maintain a detailed understanding of the company-s applications, telecommunications system integration and is able to understand changes in order to anticipate business, customer, cross-system, cross-process, and cross-project impacts. Role may be assigned other tasks as required to support the overall shared services and organizational goals.

Essential Job Functions

Responsibility %


Manages the Contact Center Telephony operations team responsible for the daily telephony operations. Establish team and individual goals and objectives to ensure team is capable of meeting the needs of the businesses we support, prepared to support new technologies, and to develop personally and professionally within their current roles while preparing them for growth opportunities. Assist in the development of departmental and project budgets including expense, capital, and resource forecasts.



Manage multiple vendor relationships to identify opportunities, maintain services and implement improvements, insuring service level requirements, and to keep informed of new technologies or offerings. Recommend, negotiate, and purchase Contact Center Telephony products and services to meet business requirements, service level agreements, department needs, and project budgets.



Develop, implement and maintain policies and procedures for troubleshooting, repairing and maintaining Contact Center Telephony products and services and oversees research, evaluation and implementation of new technologies. Develop operational policies and practices to maximize uptime and to ensure compliance with company and external compliance activities such as PCI, SOX, and do not call.



Be accessible 24x7 to support the Contact Center Telephony Engineering team to minimize the impacts of incidents, changes, upgrades, and installs on the function of the business and/or the contact center.


Non-Essential Job Functions

These are functions which are ancillary to the job, and may be assigned to others if necessary. Most functions that account for only a small part of the job are considered non-essential.


Minimum Requirements and Qualifications

State the specific levels of the following that are needed to perform the minimum duties of the position.

A. Education: Bachelor-s degree in Engineering, Computer Science or similar field and/or equivalent related work experience of at least 7+ years.

B. Training: Cisco or Avaya certification recommended but not required.

C. Technical Skills:

a. Cisco technical expertise of Voice and Contact Center Infrastructure and Applications

b. Avaya technical expertise of Voice and Contact Center Infrastructure and Applications

c. Knowledge of Contact Center Call recording and analytics applications

d. Knowledge of Multi-Site configuration and hybrid of enterprise IP and TDM environments.

e. Demonstrated ability to perform complex problem isolation within Contact Center and Voice environments.

D. Job experience:

a. At least 2 years operational managerial experience in a fast paced multi location company.

b. Experience managing remote teams is preferred.

c. At least 7+ years or more experience as a Telecommunications Engineer or Analyst with a strong Cisco or Avaya Unified Communications background is preferred.

d. This position will require technical leadership, incident management, and design and deployment experience.

E. Able to Achieve win-win outcomes; strong communication and organizational skills with an acute attention to detail; ability to manage multiple projects; efficient, organized, detail-oriented, good analytical, follow-through and decision making skills.

Why Kelly ® ?

At Kelly Services ® , we work with the best. Our clients include 95 of the Fortune 100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly.

AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit and connect with us on Facebook , LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. at