The position will be responsible for running day to day call center operations in a work at home and brick and mortar setting that focuses on sales leadership, fostering a collaborative and people oriented culture, implementing key drivers for success and proven ability in stabilizing organization effectiveness.
ESSENTIAL JOB SKILLS/DUTIES:- Managing daily Call Center performance ensuring high levels of Customer Service
- Facilitating the achievement of sales metrics by communicating expectations, influencing and holding all leaders accountable for the sales performance and behaviors of the entire team
- Motivating all members of the team to embrace and master sales behaviors, sales resources, and comprehensive Connected Home product knowledge
- Evaluating and translating the implications of sales data and trends, identifying root cause, forecasting upcoming challenges, and developing action plans for the entire team to cultivate sales performance
- Collaborating with business partners to proactively develop improvement initiatives
- Conduct periodic employee reviews with call center management and employees and meet 100% annual reviews as directed by Senior Leadership and Human Resources
- Creating, recommending and implementing a Call Center growth strategy
- Developing and managing the annual departmental budget, including identification of and clear justification of key variances to the senior Call Center leadership team
- Assist Senior Stakeholders in establishing clear roles, direction, responsibilities, and performance requirements for the Call Center Management team
- Promote retention of valuable resources and develop capabilities to advance key business initiatives
- Assist the Senior Stakeholder in providing strategic and tactical planning for the Call Center to ensure quality interactions with clients, subscribers, associate satisfaction, and operational effectiveness
- Perform cost-benefit analysis and identify cost efficiencies and savings opportunities
- Lead Enterprise-wide initiatives to advance performance in all call centers
- Adheres to internal standards, policies and procedures
- Performs other duties as assigned
SKILLS:Technical skills:- Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools.
- Proficiency using MS office
- Experience recruiting and training personnel for the specific requirements of telephone and remote in computer support
- Experience managing teams of supervisors in telephone, chat, and remote in computer support
Soft/Leadership skills:- Demonstrated excellence in communication (written and verbal) with internal and external customers
- Must be experienced and comfortable, and able to demonstrate success working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
- Results-driven, action-oriented, and self-motivated, balanced with strong interpersonal skills
- Exudes the ability to inspire, motivate and influence others to achieve
EDUCATION AND EXPERIENCE:Required Education and Experience- College degree or equivalent experience required-advanced degree(s) or certification (s) preferred
- Minimum of 10+ years managing within call centers required, with at least 5-7 years of management experience above and beyond first line supervisory experience
- Experience recruiting and training personnel for the specific requirements of telephone and remote in computer support
- Experience in launching new call center or new project
- Experience managing teams of supervisors in telephone, chat, and remote in computer support
- Preferred Education and Experience > 11 Years
LICENSES / CERTIFICATIONS:Required Licenses/Certifications- Property and Casualty License required
SUPERVISORY RESPONSIBILITIES:- Varies based on operational ratios
TRAVEL REQUIREMENTS:- Travels: Yes
- Percent of time: 10%
- Overnight required: Yes
PHYSICAL DEMANDS:If one-third of the time - "seldom" or "occasionally" If one-third to two-thirds of the time or more occasionally to frequently" If more than two-thirds of the time - "constantly"]
- Stationary Position -Frequently
- Pushing/Pulling/Reaching - Seldom
- Climb - Seldom
- Kneel - Seldom
- Grab - Seldom
- Bend - Seldom
- Lift/carry over - Less than 5 LBS
- Vision - 20/20 Corrected Vision
- Hearing - N/A
WORKING CONDITIONS:- Wet or Humid - N/A
- Working near or on moving mechanical parts - N/A
- Working near or on heavy machinery - N/A
- Working in high places - N/A
- Exposed to fumes or airborne particles - Seldom
- Exposed to toxic or caustic chemicals - N/A
- Frequency of working in outdoor weather conditions - N/A
- Work with Electricity - N/A
- Work with explosives - N/A
- Work on or near a source of radiation - N/A
- Loud noise conditions (above 87dB)- N/A
- Other Environmental Factors including weather conditions
NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.
