1) Lead the service delivery efforts of the voice communications team, ensuring the prompt and effective resolution of all service-related incidents and requests, delivered with a high-level of customer service to individuals and groups at UChicago locations and within the UC Medical Center
2) Responsible for recruiting, coaching, supervising, and evaluating voice operations staff; providing daily guidance to staff on job performance; building engaged teams, and completing human resources tasks associated with resource management
3) Define and review team objectives in consultation with staff, customers, and ITS leadership to prioritize the work being requested and performed. As a part of this effort, produce weekly and monthly reporting to inform discussions with staff and management
4) Regularly review performance metrics, including response time and customer satisfaction with the team to improve service delivery, processes, and policies
5) Coordinate with staff to quote, procure, stage, and track resources needed to fulfill projects and operations
6) Work with the director and ITS finance staff to review invoices and unit finances
7) Manage the creation, maintenance, and improvement of Voice Serviceâ™s communication efforts, including ITS Service Catalog entries, knowledge base articles (customer facing and internal service desk scripts), printed materials such as quick reference guides and promotional materials; and live presentations
8) Build and strengthen effective working relationships within Voice Services and with other ITS teams
9) Attend product, technology, and vendor workshops; review professional publications; and attend relevant training to further career and skills and to represent the University of Chicago
1) Customer service orientation â” good at developing strong partnerships and delivering customer-centric solutions
2) Creates an effective and positive work culture; builds strong and engaged teams
3) Works well under pressure and maintains a positive attitude while managing competing priorities in a complex environment
4) Initiates, builds, and maintains effective working relationships at all levels of the organization and community
5) Skilled in time prioritization and task management; able to self-manage and work independently
6) Demonstrates effective communication skills in a range of communication modes and settings
â‹7) Working knowledge of providing call center application services
8) Working knowledge of Service Now or a similar ITIL service management system
Education 1) Bachelorâ™s degree in related field
Experience 1) Minimum five yearsâ™ experience providing information technology services within a distributed environment
2) Experience providing voice services 3) Minimum three years of experience leading teams providing one or more of the following services: telephony, voice, cellular, unified communications, or related areas 4) Experience managing vendors, including local- and long-distance carriers 5) VoIP technologies training or equivalent experience working with VoIP technologies
1) Cisco voice
2) Cover Letter
NOTE: When applying all required documents MUST be uploaded under the Resume/CV section of the application.
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via the Applicant Inquiry Form.
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Internal Number: JR05893
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