Call Center Assistant Director - TPA
About The Position
Reporting to the Call Center Director, the Assistant Director will be responsible for overall operational execution and management of staff, for achieving targeted KPIs and profitability metrics, and for providing leadership for up to 300 staff members during their shift. Additional responsibilities include employee selection, retention, continuous operational improvement, inspection and execution of OneTouch Direct best practices, and a strong commitment to culture and employee satisfaction. Assistant Directors must have a strong commitment to and exhibit OneTouch Direct’s Core Values when interacting with internal peers and external business partners. You’re responsible for driving a profitable business-focusing on creating genuine connections that foster customer loyalty, love of the brand, and strong community engagement. Must be flexible to work all hours of the call center including nights and weekends. Thrive as a team player in a fast paced, high energy, change-oriented environment. Act as a business owner with an emotional connection to everything in the location and creating a great place to work environment for all employees Interprets financial and operational reports and schedules; analyzes data and identifies gaps in operating performance; and develops solutions to ensure that operating goals are achieved Provide enlightened leadership to the management teams to achieve desired service levels, expense control, employee development, key KPIs and including defining departmental policies, process and training. Effectively translate corporate strategies into timely and comprehensive tactical plans to achieve goals. Develop and maintain strong interpersonal relationships with peers throughout the organization to ensure effective communications are established and goals are clearly understood. Works cooperatively and collaboratively with all levels of employees and management, to maximize performance, creativity, problem solving, and results. Maintain outstanding location condition and visual standards Ability to work weekends, some holidays, evenings, and additional shifts as needed The list of functions may not be all inclusive and can be expanded to include other duties or responsibilities as needed. Demonstrated motivational skills and best practices in team building and rallying with a sales staff. Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees to achieve a high level of success and productiveness. Proven leadership skills to effectively develop, lead, inspire, and motivate a high performing team. Ability to think analytically to identify trends and take appropriate actions. Detail orientation, organizational, prioritization, and time management skills; experience preferred. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes. Proven ability and experience in creating and deploying strategic and tactical plans; ability to translate organizational strategy into functional imperatives.
Requirements
- Demonstrated motivational skills and best practices in team building and rallying with a sales staff.
- Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees to achieve a high level of success and productiveness.
- Proven leadership skills to effectively develop, lead, inspire, and motivate a high performing team.
- Ability to think analytically to identify trends and take appropriate actions.
- Detail orientation, organizational, prioritization, and time management skills; experience preferred.
- Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.
- Proven ability and experience in creating and deploying strategic and tactical plans; ability to translate organizational strategy into functional imperatives.
- Strong analytical skills and the ability to drive change and manage long term projects.
- Excellent oral and written communication skills, coupled with outstanding interpersonal.
- Experience with strategic initiative developmental and implementation, specifically with operating policies and procedures and work process improvements.
- Ability to work weekends, some holidays, evenings, and additional shifts as needed
Responsibilities
- overall operational execution and management of staff
- achieving targeted KPIs and profitability metrics
- providing leadership for up to 300 staff members during their shift
- employee selection
- retention
- continuous operational improvement
- inspection and execution of OneTouch Direct best practices
- strong commitment to culture and employee satisfaction
- driving a profitable business-focusing on creating genuine connections that foster customer loyalty, love of the brand, and strong community engagement
- interpreting financial and operational reports and schedules
- analyzing data and identifies gaps in operating performance
- developing solutions to ensure that operating goals are achieved
- providing enlightened leadership to the management teams to achieve desired service levels, expense control, employee development, key KPIs and including defining departmental policies, process and training
- effectively translating corporate strategies into timely and comprehensive tactical plans to achieve goals
- developing and maintaining strong interpersonal relationships with peers throughout the organization to ensure effective communications are established and goals are clearly understood
- working cooperatively and collaboratively with all levels of employees and management, to maximize performance, creativity, problem solving, and results
- maintaining outstanding location condition and visual standards
- taking a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes
- creating and deploying strategic and tactical plans
- translating organizational strategy into functional imperatives
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Opportunity for professional advancement as we grow!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
251-500 employees
