Manager of Member Support, Online Computer Library Center, Inc., Dublin OH

Posted October 11, 2013

OCLC Online Computer Library Center, Inc. is a nonprofit, membership, computer library service and research organization dedicated to the public purposes of furthering access to the world’s information and reducing information costs. Tens of thousands of libraries around the world use OCLC services to locate, acquire, catalog, lend and preserve library materials. We are currently seeking candidates for a Manager of Member Support position at our Corporate Headquarters in Dublin (Columbus), Ohio.

 

Directs the day-to-day operations of the CSD’s front line and second level support staff.  Provides both technical and administrative supervision/guidance to team members supporting OCLC products and services ensuring that the user community receives accurate, timely and consistent support for OCLC’s online systems, distributed systems, micro software, access methods, and maintained hardware.  Directs, coaches and develops staff to attain performance levels/standards that meet or exceed current departmental service delivery expectations and metrics.

Job Requirements

• Monitor, coach, develop and motivate Analysts in a blended (call/e-mail) support environment to ensure accurate, consistent and high quality service delivery to the OCLC member community that meets or exceeds prescribed departmental goals/metrics. Ensure additional development skills and recurring training opportunities are provided to team members for service delivery enhancement and both professional and personal development
• Track, interpret and trend customer support operating results. Establish and review productivity and quality performance measures while evaluating and recommending processes/methods to improve center performance and user community satisfaction
• Support effective staffing practices and workflows to ensure member community satisfaction while maintaining effective staff utilization, in support of workforce management efforts.  Effective administer schedules and remain abreast of forecasting activities to ensure maximum performance is achieved
• Perform management of personnel activities such as determining staff levels, recruiting, motivating, coaching, performance appraisals, promotions, salary recommendations, counseling and terminations
• Identify and implement programs and activities that support the creation of an environment that is conducive to employee growth, performance, development and quality of work/employer
• Provide feedback to the organization regarding customer responses to specific product offerings and interest for product enhancements in support of functionality and quality improvements to OCLC’s products and services
• Network with other industry professionals to gain an understanding and remain current in knowledge of effective support center processes, procedures and technology

• Bachelor of Science degree in a business or computer-based discipline, or an equivalent academic/work experience combination
• Five years’ management/supervisory experience in a customer support environment, with relevance towards technical support of microcomputer devices, software, operating systems, local and wide area networking, the Internet, and the web
• Two years’ experience in the direct supervision or guidance of other staff, or in a product/project management type role
• Excellent written and oral communications skills
• Ability to handle high-stress situations effectively, with tact and diplomacy
• Experience or familiarity with a library technology or customer service environment is a plus
• MLS a plus

 

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