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Responsibilities:
- Monitor daily call queue performance for coverage, volume, and adherence.
- Ensure engineers log in/out of the queue on time and follow SOPs.
- Forecast call volume trends by time of day and day of week; make staffing recommendations.
Service Management Support:
- Assist Service Management team with trend analysis in ConnectWise Manage and Power BI.
- Support internal initiatives such as process documentation, SOP updates, and project tracking in Monday.com and Confluence.
- Identify and flag recurring issues, process gaps, or training opportunities to Service Management leadership.
Qualifications:
- Strong knowledge of ConnectWise Manage and 1Stream (or similar call routing system).
- Excellent communication and escalation skills; calm under pressure.
- Organizational and conflict-resolution skills, with strong attention to detail.
Atlas Technica
Atlas Technica provides IT management, user support, and cybersecurity for hedge funds and investment firms. Founded in 2016, they value ownership, execution, growth, intelligence, and camaraderie, striving to maintain a professional yet friendly environment.