Supervisor, IT Service Center
Core
Oversees IT Service Center operations including support, reporting, knowledge engineering, and project management to resolve client technical problems and ensure SLA compliance.
Role type
Senior IT Service Center Supervisor
Builds
IT service operations, reporting dashboards, and automation initiatives (AI, ML, RPA)
Domain
Healthcare IT / Contact Center Operations
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Workforce management, contact center performance metrics, project execution, operational strategy, troubleshooting, data analysis
Preferred skills
Verint/Genesys, ServiceNow, Tableau, Microsoft Excel, technical writing, strategic roadmapping
Technologies
Verint, Genesys, ServiceNow, Tableau, Microsoft Excel
Responsibilities
Supervise team of Business Advisors and Data Analysts; monitor call queue statistics and SLAs; manage WFM long-term forecasting; develop automation use cases; maintain troubleshooting logs; manage client escalations.
Seniority
Senior, hands-on IC with supervisory duties