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As an Associate Manager - Site IT, you will be responsible for managing desktop hardware and software systems, performance monitoring, problem resolution, resource planning, and project management. You will ensure all workstation hardware and software meet requirements and SLAs, conduct regular audits, handle problem resolution efficiently, and oversee inventory management. Additionally, you will coordinate and implement IT-related projects and assist in resolving technical issues.

The Team Leader oversees internal customer relations, process improvements, and staff development, ensuring productivity and quality standards are met. Responsibilities include coaching team members using performance data, facilitating communication between staff and management, monitoring service interactions, and addressing employee concerns. The role also involves reporting on team performance and assisting in the development of future leaders within the team.

The Workforce Specialist - Scheduler is responsible for creating forecasts, generating schedules, and optimizing workforce management while coordinating with stakeholders. They ensure efficient scheduling for off-phone activities and maintain agent databases. The specialist works in a fast-paced environment, adhering to information security protocols and may require flexibility with work hours.

The Associate - Process Improvement role involves understanding client strategies, maintaining professional communication, monitoring customer contact points for quality, reporting on non-conformance, conducting coaching sessions, handling escalated calls, and ensuring effective process flow. The position supports both in-office and telework employees in achieving service delivery requirements.

The Specialist-Desktop Support is responsible for ensuring proper functioning of IT endpoints, installing and configuring operating systems, handling IT inventory and assets, deploying hardware, troubleshooting defective equipment, and managing software purchase requests.