Call Center Sr. IT Manager in Milan, Illinois at Group O
NewSalary: $85000 - $100000Industry: ConsultingJob Function: Information TechnologyEmployment Type: Full-Time
Group O
Milan, Illinois, 61264, United States
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Job Description
Position Title: Call Center Sr. IT Manager
Location: Milan 4905
Department: Call Center
Workplace Type: Hybrid
Reporting To: Deana Carstens
Compensation: $85,000 - $100,000 / year
Call Center Sr. IT Manager
In 1974, Bob Ontiveros saw an opportunity to live the American dream and build a company for himself and his family. 50 years later, the packaging company he originally founded out of the back of his station wagon - Group O is ranked by the United States Hispanic Chamber of Commerce as one of the top five Latino-owned businesses in the country. Group O has gained prestige for helping Fortune 500 companies like Samsung, Michelin, Caterpillar, and PepsiCo turn their most complex business challenges into centers of profitability and efficiency. Headquartered in Milan, IL, Group O employs over 1,200 employees.
Location: Milan 4905
Department: Call Center
Workplace Type: Hybrid
Reporting To: Deana Carstens
Compensation: $85,000 - $100,000 / year
Call Center Sr. IT Manager
The Call Center Senior IT Manager is responsible for leading and optimizing all aspects of technical support operations across Group O call center locations, including remote and at-home agents. This role drives the successful onboarding of new programs, clients, and technologies while ensuring seamless system integration and performance. As a key leader, you will oversee daily activities of Call Center IT Technicians, proactively assess and recommend equipment and technology solutions, and deliver continuous improvements that enhance both agent and customer experience. You will collaborate closely with Corporate IT, vendors, and cross-functional teams to resolve complex technical issues, maintain system reliability, and ensure secure access management. Additionally, you’ll play a hands-on role in troubleshooting telephony, ACD, WFM, and desktop environments; maintaining IVR systems, automation, and Citrix platforms; and managing vendor relationships and service delivery. Staying ahead of industry trends, you will bring innovative ideas and best practices to strengthen operations, ensuring the call center runs efficiently, remains scalable, and consistently meets business and client expectations.
Key Responsibilities
Essential Functions:
- Responsible for overseeing all call center IT support for all Group O call center locations as well as at-home agents
- Manage onboarding of all system related tasks for new programs and clients
- Manage onboarding of all new technology
- Manage day-to-day activities of CC IT Techs
- Assess and recommend the need for all call center computer equipment
- Research and recommend new call center technologies
- Coordinate 3rd party access permissions to accounts
- Coordinate with corporate IT for resolutions for any issues
- Coordinate and manage system vendor relationships
Secondary Functions:
- Troubleshoot any problems with PC’s and phones that may arise
- Trouble shoot WFM system
- Trouble shoot ACD systems
- Develop and maintain all program services for the call center
- Develop and maintain the correct IVR’s for all services
- Develop and maintain system automation integration
- Update Citrix/Client Servers for CC agent access
- Relate problems via trouble tickets with vendor services and ensure that the problems are resolved in a timely manner
- Attend conferences
Job Qualifications
Education/Certifications:
- Associate’s degree
Experience:
- Technical trouble shooting
- Managing people
- 2-4 years’ experience
Skills and Qualifications:
- Strong problem-solving skills
- Strong verbal and communication skills
Preferred Skills and Qualifications:
- Data entry computer experience
- Some computer networking knowledge
- MS Office experience
- Telecommunications experience
- Call Center experience
- Initiative and drive
- Excellent written, verbal and interpersonal communications skills
- Ability to work well independently and as part of a team
- Ability to Multitask and prioritize in a dynamic environment
- Strong troubleshooting and analytical skills
- Detail oriented
- Sound judgment
Physical Requirements: N/A
Benefits
- Medical, Dental, Vision, and Life Insurance
- Flexible Spending Accounts (Medical and Dependent Care)
- 401(k) Plan with Company Match
- Generous Paid Time Off
- 10.5 Paid Holidays
- Career Development Opportunities
About Group O
At Group O, it’s our employees who we value most. That’s why we provide a supportive environment where employees are given every opportunity to excel. Group O offers a wide variety of careers with room for professional growth and advancement, and we are always looking for motivated individuals to join our team. At Group O, our employees’ health and well-being is equally as important as the work they perform. We back up that philosophy by providing a competitive benefits package that supports now and for their future.
In 1974, Bob Ontiveros saw an opportunity to live the American dream and build a company for himself and his family. 50 years later, the packaging company he originally founded out of the back of his station wagon - Group O is ranked by the United States Hispanic Chamber of Commerce as one of the top five Latino-owned businesses in the country. Group O has gained prestige for helping Fortune 500 companies like Samsung, Michelin, Caterpillar, and PepsiCo turn their most complex business challenges into centers of profitability and efficiency. Headquartered in Milan, IL, Group O employs over 1,200 employees.
Group O is committed to providing equal employment opportunities to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, and sexual orientation. If you require accommodations to participate in the job application process, please contact recruiting@groupo.com, we will work with you to meet your needs. Information provided by applicants will be treated with the utmost confidentiality. We respect your privacy and will handle your application data in accordance with our privacy policy.
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Job Location
Milan, Illinois, 61264, United States
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