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For your reference, we have included the original job posting below.
Manager Customer Support Center
Job Number:
44682673
Company Name:
Land O'Lakes
Job Location:
Arden Hills, MN US
Job Category:
Information Technology
Manager Customer Support Center
Territory (if applicable): Corporate Business Unit: Corporate encompasses the core operational support for all Land O'Lakes businesses. It includes Business Development Services, Corporate Market Strategy and Communications, Finance, Law, Human Resources, Information Technology and Public Affairs. Position Purpose: Manages and coordinates activities of employees providing IT customer support services. Is responsible for managing all trouble reports received by IT Help Desk, distributing calls, creating/managing escalation procedures, and ensuring service levels are maintained. Adjusts staffing schedules as necessary. Communicates frequently with IT management to apprise them of problems and adjustments necessary for maintaining consistent service levels.
Defines service levels, service agreements and manages the Enterprise IS Help Desk. Establishes process to identify, track and escalate, resolve and report customer incidents and service requests. Jointly, with the customer and internal IS escalation partners, defines standards and measures for quality and customer satisfaction. Analyzes the technical performance and reliability of products, systems and services against identified industry standards to ensure customer satisfaction.
Responsible for IT Training program. Identifies and facilitates training IT training across the enterprise. Coordinates with internal IS technology teams to develop training for business applications and technologies to be introduced. Analyzes calls and trends, identifying training deficiencies and needs. Manages a central repository for all IS training resources. Required (Basic) Experience & Education: Bachelor's degree or equivalent experience managing an IS Call Center environment Required Competencies & Other Skills: Customer Call Center experience, operating enterprise level IS Helpdesk; Excellent verbal and written communication skills; Ability to motivate and maintain a high performing work-force; Excellent customer service and interpersonal skills Preferred Experience & Education: Bachelor's degree in Computer Science, Engineering, or related discipline; Master's degree or MBA is highly desirable, equivalent experience acceptable Preferred Competencies & Other Skills: Previous experience managing group(s) responsible for technical services and support for areas of responsibility above; Coaching and development skills to build capability and move individuals through the organization for career development Percentage of Travel: 0% Land O'Lakes, Inc. offers a competitive compensation and benefits package, including medical and dental insurance, retirement savings account, tuition reimbursement, PTO, paid holidays, and employee development opportunities. Land O'Lakes, Inc. is an Equal Employment Opportunity and Affirmative Action Employer. Land O'Lakes,Inc. enforces a policy of maintaining a drug-free workforce, including pre-employment substance abuse testing.
