Job Summary:

• Responsible for all data center operations and monitoring
• Research and self-learn new concepts and ideas and then impart knowledge to the rest of the data center operations staff
• Responsible for maintenance and upkeep of all company fleet vehicles.
• Calculate the data center’s current capacity and forecast data center’s available capacity
• Calculate heat loads and cooling requirements for all data center white spaces.
• Calculate electrical loads on all power panels to ensure fail over scenarios are within acceptable parameters.
• Calculate heat loads and balance heat loads with available cooling capacity.
• Conduct informative, professional data center tours
• Manage customer installations and all supporting infrastructure
• Develop an understanding of the business operating cycles and business unit/workgroup functions.
• Develop, implement, follow and improve processes related to the implementation and use of technology within the data centers.

Skills on Resume: 

• Research and Knowledge Sharing (Hard Skills)
• Fleet Vehicle Maintenance (Hard Skills)
• Capacity Planning (Hard Skills)
• Cooling and Heat Load Management (Hard Skills)
• Electrical Load Management (Hard Skills)
• Process Improvement (Hard Skills)
• Customer Installation Management (Hard Skills)

Job Summary:

• Create data center training materials when applicable
• Interpret design documentation
• Monitor and optimize all data center systems.
• Ability to work effectively and efficiently with network engineers, project managers and workgroups as part of cross-functional project teams.
• Design Documentation for processes and procedures.
• Monitor, report, log and audit activity throughout the data center environment.
• Ensure the accuracy of Bi-Weekly timecards
• Ensure the integrity of Green House Data’s SOP and other supporting documents
• Uphold the integrity of the Green House Data’s data centers
• Data center strategies in conjunction with the Green House Data executive team
• Work cooperatively with the Green House Data Global Support Team collectively in support of both internal and external customers
• Ensure support tickets are resolved with detail resolution in a timely manner
• Assist in customer audits

Skills on Resume: 

• Technical Writing (Hard Skills)
• Technical Expertise (Hard Skills)
• Team Collaboration (Soft Skills)
• Documentation Management (Hard Skills)
• Monitoring and Reporting (Hard Skills)
• Time Management (Soft Skills)
• Customer Focus (Soft Skills)
• Strategic Thinking (Soft Skills)

Job Summary:

• Develop and supervise a team of front-line management
• Directing activities for the achievement of company targets and goals.
• Identify, monitor and articulate reporting requirements which include targets, specific data, anticipated outcomes and other key performance indicators.
• Identify, recommend and support the implementation of various programs for the improvement of contact center processes through support of quality and training efforts.
• Prepare, develop and conduct performance evaluations, make employment decisions, set up performance goals and targets for assigned team.
• Lead and drive key initiatives that align with end-state goals by working cross-functionally with internal and external teams.
• Work closely with front-level management, support departments, internal stakeholders and other leaders in support of business needs.
• Partner with HRBP on employee relations issues and employment separations.
• Performs duties professionally and contributes to a positive work environment.
• Promote an employee-centric culture that encourages employee satisfaction and engagement.

Skills on Resume: 

• Team Development and Supervision (Hard Skills)
• Strategic Leadership (Hard Skills)
• Performance Management (Hard Skills)
• Process Improvement (Hard Skills)
• Employee Development (Hard Skills)
• Cross-functional Collaboration (Hard Skills)
• Stakeholder Engagement (Hard Skills)
• Employee Relations and Engagement (Soft Skills)

Job Summary:

• Ability to demonstrate, understand and apply workplace mission, vision and values. 
• Assess service levels, track operational efficiencies and streamline processes to ensure requirements are met in a cost-effective manner.
• Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
• Demonstrated ability in evaluating department structure and executing changes as necessary.
• Establish and implement strategic plans for department growth and success.
• Summarize, collect and analyze call center trends and data for regular performance reports for internal and client use.
• Maintain department policies and procedures and establish procedures for process improvements when necessary.
• Oversee system maintenance and upgrade implementation. 
• Direct workforce management through forecasting and analysis of metrics and volume trends.
• Establish a high standard for productivity, quality, customer service as well as define user guidelines.
• Develop company systems for customer interaction and voice response and control the implementation process.
• Manage and improve center performance through performance monitoring, individual performance KPIs, problem resolution, system audits and quality assurance measures.

Skills on Resume: 

• Leadership (Soft Skills)
• Operational Efficiency (Hard Skills)
• Budget Management (Hard Skills)
• Organizational Evaluation and Restructuring (Hard Skills)
• Strategic Planning (Hard Skills)
• Data Analysis and Reporting (Hard Skills)
• Process Improvement (Hard Skills)
• System Management (Hard Skills)

Job Summary:

• Monitor, respond, and manage cyber security events in near real-time
• Ensures proper event identification, triage, threat determination, documentation & reporting
• Maintain and enforce event/ticket SLAs
• Maintain team resources to support business & operational needs (shift coverage, leads, escalations)
• Mange relationships with Information Security Officers, business areas, and other IT security teams
• Process documentation creation, maturity, and management
• Managerial escalation point for potential cyber incidents or required assistance from ROC employees
• Oversight of Cyber Mailbox and the proper handling of requests
• Develop and execute strategic goals and that align to the leadership vision
• Create and deliver monthly metric that displays operational effectiveness, risk reduction, and business impact
• Motivate the team, train and coach team members, and mentor individuals for growth and development
• Develop metrics, measure success, and translate results into consumable information for senior and executive leadership.

Skills on Resume: 

• Cyber Security Event Monitoring (Hard Skills)
• Incident Response (Hard Skills)
• SLA Management (Hard Skills)
• Resource Management (Hard Skills)
• Stakeholder Management (Soft Skills)
• Process Documentation and Management (Hard Skills)
• Incident Escalation Handling (Hard Skills)
• Metric Development and Reporting (Hard Skills)

Job Summary:

• Lead the SOC to include maintaining a multi-year strategy/roadmap, obtaining key stakeholder sponsorship, establishing governance, and driving the repeatable delivery of outcomes.
• Manage core SOC capabilities such as security monitoring use cases linked to threat intelligence/MITRE ATT&CK, triage investigation processes, and the incident response plan.
• Leverage knowledge of attacks/investigations to establish a feedback loop
• Engage with and influence key stakeholders to enhance security posture.
• Develop monitoring and report on the health, effectiveness and efficiency of SOC services.
• Manage SOC vendor relationships, including the Managed Security Service Provider (MSSP) and Incident Response Retainer.
• Clearly communicate vision, user stories, plans and project status to directs, management, and key business stakeholders.
• Focus on the personal and professional growth of SOC staff by minting new analysts, engineers, and managers.
• Accountable for internal/external audits of the SOC.
• Follows all policies and procedures, and compliance regulations, and completes all required annual or job-specific training.
• Keeps current on emerging technologies and attacks.
• May supervise up to 6 staff and MSSP vendors.

Skills on Resume: 

• Leadership and Strategic Planning (Hard Skills)
• Technical Expertise in Security Operations (Hard Skills)
• Continuous Improvement and Feedback Loop (Hard Skills)
• Stakeholder Engagement and Influence (Soft Skills)
• Monitoring and Reporting (Hard Skills)
• Vendor Management (Hard Skills)
• Communication and Stakeholder Management (Soft Skills)
• Team Development and Leadership (Soft Skills)

Job Summary:

• Manage technical support and customer service call center to achieve desired NPS and KPI goals
• Adhere to the company's “Best in Class” service model to increase NPS and customer satisfaction
• Identify, implement and enhance productivity and efficiency associated with technical support and customer service operations
• Ensure front-line support and service representatives are properly trained on products and processes
• Establish processes and procedures to attain goals and objectives in broad areas of work
• Liaise with cross-functional teams for customer and technical escalation needs
• Reproduce described technical problems and report new or recurring product issues to related functions
• Establish and maintain systems that provide answers to common questions and problems (FAQ)
• Collaborate with legal counsel and quality review functions to ensure compliance
• Call for repairs and troubleshooting

Skills on Resume: 

• Leadership and Management Skills (Hard Skills)
• Service Excellence Orientation (Soft Skills)
• Operational Efficiency (Hard Skills)
• Training and Development (Hard Skills)
• Process Management (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Technical Aptitude (Hard Skills)
• Compliance and Legal Awareness (Hard Skills)

Job Summary:

• Responsible for leading call center supervisors on the performance of call centers and call center employees.
• Summarize, collect and analyze call center trends and data for regular performance reports
• Manage and approve call center performance through performance monitoring, problem resolution, system audits, and quality assurance measures
• Analyze, plan and execute to build a best-in-class customer experience call center such as technology, processes and resources.
• Work with Senior Management to establish appropriate goals that drive the overall business objectives and then report on performance regularly to senior management.
• Establish the right agent-level goals based on KPIs for each type of agent such as service, sales, and click-to-chat.
• Motivates and provides direction to supervisors of each team, to ensure that the call center goals are met or exceeded daily and agents are being productive.
• Partners with HR to co-manage all staff issues, including selection, annual reviews, compensation plans, career development and troubleshooting problem areas and recommending corrective/preventative action plans.
• Determines effective staffing levels/schedules and workflow to ensure customer satisfaction while maintaining maximum productivity. 
• Oversees scheduling and forecasting activities across all teams to ensure optimal performance and efficiency.
• Helps to break down silos by maintaining constant and open communication cross-functionally with Operations and the other areas of the Customer Acquisitions team to drive a cohesive, optimal customer experience, and to focus on achieving business objectives as a collective team.
• Develops and monitors the call center’s operating budget with P&L responsibility. 
• Review performance, call volumes, productivity levels, and expenses to ensure call center is operating within budgeted targets.
• Ensuring the call center remains in compliance with all current and future FCC/federal/state/municipality rules, regulations, and laws governing the operations performed at the call center including PCI compliance, SPAM, and privacy rules, (with support from the internal legal/compliance departments).

Skills on Resume: 

• Leadership and Team Management (Soft Skills)
• Data Analysis and Reporting (Hard Skills)
• Performance Management (Hard Skills)
• Customer Experience Optimization (Hard Skills)
• Goal Setting and Strategic Alignment (Soft Skills)
• KPI Management (Hard Skills)
• HR Partnership and Staff Development (Soft Skills)
• Operational Efficiency and Compliance (Hard Skills)