Workforce and Contact Center Systems Leader

Job Details

Description

Job Summary:

We are seeking an experienced and proactive Systems Manager to oversee the technology

infrastructure and operations at Quick Quack Car Wash. This role is critical in ensuring

that all systems operate efficiently, workforce schedules are optimized, software

development aligns with business goals, and system failures are quickly resolved. The ideal

candidate is a problem-solver with a strong technical background and experience in

workforce management and call center technology environments.

Essential Duties And Responsibilities

System Oversight & Maintenance

• Maintain and manage all call center systems, including telephony, CRM,
  
  

scheduling, and reporting platforms.

• Monitor system performance and implement upgrades and patches as needed.
• Troubleshoot and resolve technical issues to minimize downtime and service
  
  

disruption.

Workforce Management

• Oversee the Workforce Management (WFM) system to ensure optimal staffing,
  
  

forecasting, and scheduling.

• Collaborate with management to align staffing plans with call volume patterns and
  
  

service level objectives.

• Analyze performance metrics and recommend process improvements.
  
  

Software Development & Integration

• Lead and coordinate internal or third-party software development projects that
  
  

improve system functionality and efficiency.

• Ensure all applications are integrated seamlessly and serve the evolving needs of
  
  

the call center.

• Work closely with other departments to gather technical requirements and deliver
  
  

custom solutions.

Incident Response & System Failures

• Act as the primary contact for system outages or failures; lead incident response
  
  

and root cause analysis.

• Document and implement prevention strategies to reduce future risks.
  
  

Cross-functional Collaboration

• Serve as a liaison between IT, operations, and customer service teams to align
  
  

technical solutions with business objectives.

• Train staff on new systems and ensure proper usage.
• Performs other duties as assigned.
  
  

Qualifications And Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field (or
  
  

equivalent experience).

• 3–5 years of experience in IT/system management, preferably in a call center
  
  

environment.

• Strong understanding of call center technologies (e.g., ACD, IVR, WFM systems,
  
  

CRM platforms).

• Experience managing software development projects or working with development
  
  

teams.

• Proven ability to manage system outages and implement proactive monitoring.
• Excellent problem-solving, project management, and communication skills.
  
  

Preferred Skills

• Familiarity with Quick Quack car wash operations is a plus.
• Certifications in systems administration, project management, or ITIL are desirable.
• Experience with cloud-based contact center solutions (e.g., Kustomer, Talk Desk,
  
  

Five9, Zendesk).

Working Conditions

• Hybrid or onsite based on operational needs.
• On-call availability for emergency technical support.
• Fast-paced, high-volume call center environment.
• If you are tasked to drive as a part of this role, then it is required that you have a clean driving record and a current Driver's License that is not suspended or expired.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.