Director Support Solutions Operations
Asurion · Orlando
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.
ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS.
THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING.