Director Support Solutions Operations

Asurion • Orlando, FL

3d • Hybrid

About The Position

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.

Requirements

• 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
• 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
• College degree or equivalent experience required
• 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 in launching new call center or new project
• Property and Casualty License required

Nice To Haves

• advanced degree(s) or certification(s) preferred
• > 11 Years

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree