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Manager, Voice Engineer

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Date: May 2, 2019

Location: Portland, OR, US, 97201

Company: CDK

Job Description

Accelerate Your Career

Drive global technology

 

With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers.   CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.   

 

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

 

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.  

Hands on leadership for CDK Voice Operations team.  This is a player/coach position.

 

The manager is responsible for leading the Voice operations team and making recommendations to sr. leadership for improving service within the team.  The manager is also responsible for day to day operations which includes not only leading and guiding the activities of each team member but also taking a part in completing the day to day items needing to be completed.

 

  • Management of a team of Voice/Telephony Operations specialists, overseeing their work and ensuring delivery against their responsibilities and projects.
  • Develop the skill and capabilities of the staff within the team
  • Consistent and effective performance management of staff including setting clear, specific and measurable objectives that are reviewed at least every three months.
  • Objectives set for staff should clearly align with the overall company objectives.
  • Provide an effective development framework for staff.
  • Ensure all staff members have a training plan and actively encourage the uptake of training agreed within the training plan.

Process and Practices

  • Using the team, ensure that robust documentation and procedures are put into place which meet the business expectations.
  • Acceptable working practices are clearly defined and effectively implemented so that all relevant personnel (both in the team and the business) are fully aware of policies and procedures regarding working practices
  • Voice/Telephony infrastructure is proactively managed so wherever possible problems are trapped before they occur and mitigating actions are taken to prevent them occurring
  • Infrastructure environments are fit for purpose and capable of providing the agreed level of service so that infrastructures deliver the performance that matches SLAs for services
  • Activities and changes relating to all voice and data network operations are managed and coordinated ensuring the continuity and integrity of service is not compromised in any way
  • The voice and data network is fully compliant with all required security standards (e.g. PCI Compliance) so that any relevant audit can be successfully conducted
  • Service reliability and resiliency is built into all network designs ensuring that where commercially viable, all network services have to appropriate level of resilience in the event of a failure, and that any resilience is tested on a regular basis ensuring that plans remain accurate and current.
  • Maintaining Availability of Infrastructure
  • Manage changes to the availability policies and processes ensuring they are properly approved and communicated
  • Manage the creation of availability and recovery design criteria to be applied to new or enhanced infrastructure design
  • Ensure the levels of IT availability and resilience required are cost justified so that the business case for implementing network resilience/availability is tangible
  • Define the availability targets required for the IT infrastructure and its components that underpin new or enhanced IT Services as the basis for an SLA agreement
  • Provide a range of IT availability reporting to ensure that availability, reliability, maintainability and serviceability are measured and monitored
  • Availability targets are established for all voice, data and associated infrastructure, ensuring that these targets are agreed with the business and that these targets meet or exceed requirements enabling the business to make Business continuity plans with confidence
  • Managing Capacity Utilization 
  • Ensure that appropriate levels of monitoring of resources and network performance are set and that the information recorded is kept up-to-date and used to support Capacity Management activities.
  • Manage production of capacity plans in line with the organization’s business planning cycle;
  • Oversee the production of management reports which include current usage of resources, trends and forecasts to enable senior management to understand existing and projected capacity
  • Manage the sizing of proposed new infrastructure to determine the resources required
  • Manage the assessment of new hardware and software products for use by capacity management that might improve the efficiency and effectiveness of the process to ensure that THE COMPANY are keeping pace with current and emerging technologies that meet strategic objectives
  • Manage performance testing of new systems with regard to capacity management, as appropriate to ensure that new systems are implemented with sufficient capacity

Requirements:

  • 5+ years leading a voice operations team
  • Bachelor’s degree required

 

CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.  


Nearest Major Market: Portland Oregon

Job Segment: Outside Sales, Marketing Manager, Supply, Advertising, Testing, Sales, Marketing, Operations, Technology

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