Sr. Manager - Service Center of Excellence

Job Summary:

Serves as the leader for the Elmhurst, IL based Service Center of Excellence, with full operational accountability for daily call center, project scheduling, and technical support performance. Directs hiring, training, coaching, and performance management of staff to meet defined KPIs, including SLA attainment, call quality, and productivity targets. The role owns and administers the workforce automation platform (Oracle Field Service), optimizing technician routing, scheduling, and utilization to improve first-time fix rates and reduce service cycle times.

The Manager establishes schedules and work procedures and recommends improvements to increase efficiency across the Service Center of Excellence.
Essential Functions/

Key Responsibilities:

Leads execution of remote support operations by standardizing workflows, implementing knowledge management practices, and driving rapid technician onboarding and speed-to-competency. Develops and maintains a centralized knowledge base, ensuring timely updates and adoption across field and support teams.
Establishes and enforces daily operating procedures, staffing models, and shift schedules aligned to call volume forecasts and service demand. Continuously evaluates operational data (e.g., wait times, abandonment rates, resolution times) to identify gaps and implement targeted process improvements.
Partners with cross-functional leaders to deploy system enhancements, improve customer experience, and increase operational efficiency. Acts as the escalation point for complex service issues, ensuring timely resolution and clear communication with internal and external stakeholders.
Oversee daily functions, strategic planning, and performance metrics for the Service Center of Excellence.
Primary point of communication with the Customer Service Managers and Field Service Managers for all customer escalations.
Provide consistent high quality & innovative solution leadership on OFS (Oracle Field Service) by managing the Service Center of Excellence and supporting the Field Service Managers to arrive at optimal solutions.
Coach and mentors the team members of the Service Center of Excellence based on performance to KPIs (promotion, disciplinary actions, career goals, etc.)
Prepare documentation detailing delivered solutions, integration & migration strategies, as required.
Promote knowledge by sharing lessons learned, innovations or new skills with team members.
Develop and implement strategies to improve quality, efficiency, and customer experience, incorporating industry best practices and technology advancements.
Excellent problem solving, critical thinking and analytical skills with the ability to exercise mature judgment.
Excellent customer-facing and interpersonal skills with the ability to build rapport with all stakeholders.
Implements the necessary administrative procedures to monitor, log, and track technical problems and/or user
Assist log, monitor, enforce continuous improvement actions across all Service Operations.
Leads the daily alignment call supporting the team achieve daily service commitments. This includes logging actions and driving them to completion across the Regional Director level. This will require preparing reports to show performance across several KPIs.
Recommend equipment upgrades, staffing adjustments, process modifications and may recommend product or service modifications.
Leader of 2-4 Supervisors from the Service Center of Excellence.
Ability to travel to other Burroughs or customer facilities as required.

Education and Experience:

5+ years of job-related training and experience, including 2 years of supervisor experience, or
Technical or Business degree or equivalent work experience preferred
Prior customer service or equivalent problem-solving experience required

Knowledge, Skills, and Abilities:

Ability to work independently and manage multiple task assignments.
Strong knowledge of currency automation systems (e.g., ATM, TCR, TCD, iSafes)
Ability to design and deploy call center training programs, call processing workflows, and quality standards
Manages a shift or multi-department area
Strong knowledge and productivity in Microsoft Office and desktop productivity tools
Problem solving and analysis skills
Team centered/work well with co-workers to resolve issues and problems
Customer Service focus
Strong communication skills (verbal and written)
Ability to document and maintain KPIs across service operations aligned to continuous improvement
Strong leadership skills

Physical Requirements and

Working Conditions:

This is largely a sedentary role, requiring use of typical office equipment such as a computer, laptop and cell phone.
This job is operated in a professional office environment
Up to 10% of travel required