Telephone Consulting Agents

Job Purpose:

Serving client information management needs by planning, organizing, delivering, and evaluating services at a client location; managing staff.

Duties:

* Accomplishing client services human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

* Achieving client services operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.

* Meeting client services financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

* Planning service objectives by determining requirements; defining, assembling, and scheduling required service resources; confirming costs; defining service measurements.

* Resolving service issues by obtaining and coordinating reaction among information systems service areas.

* Protecting installation by developing and testing disaster recovery plans.

* Increasing revenue by recommending new and additional services to client; presenting cost-benefit analysis.

* Updating job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

* Accomplishing service mission by completing related results as needed.

Skills/Qualifications:

Technical Understanding, Software Development Process, Software Project Management, Resolving Conflict, General Consulting Skills, Client Relationships, Travel, Staffing, Handles Pressure, Problem Solving, Analyzing Information