Employment Spot

Job Description

SUMMARY: Plans, organizes, and directs all ongoing and special projects pertaining to Customer Operations.

Ensures service levels, quality, and productivity goals are achieved for Customer Operations,

specifically Customer Service and Technical Support. Provides technical assistance and guidance

concerning process and procedures.  Proactively explore ways to improve the National Support Center through researching and recommending solutions that enhance policies and procedures. Provide career development for management staff, and focusing on customer-oriented practices. Establish and maintain a strong working relationship

with Branch/Field Operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES Include the following. To perform the job successfully, the Call Center Operations Director may be expected to perform some or all of the duties listed.

􀂅 Analyze call offered statistics and call patterns to ensure adequate staffing so that established service levels in call handling are achieved.

􀂅 Analyze statistical reports and other documentation to identify trends and implement enhancements to overall performance.

􀂅 Maximize impact on financial performance of the Customer Operations departments (budget responsibility).

􀂅 Identify needs of representatives, supervisors, and managers to ensure they have the necessary tools to provide quality service and achieve goals. Make recommendations and implement new processes and procedures.

􀂅 Develop and implement programs that enhance employee motivation and maintain a positive work environment.

􀂅 Communicate and implement, through staff meetings or one-on-one counseling sessions, company and/or Customer Operations policies and procedures.

􀂅 Ensure customer satisfaction by researching, resolving, and documenting customer concerns (escalated calls).

􀂅 Direct management staff to ensure prompt and professional response to customer requests via phone, fax, mail, or email.

􀂅 Develop, implement, and maintain primary and ad hoc reports for the National Support Center for call statistics, staffing, cost/call, budgets, and other work flow items.

􀂅 Maintain a comprehensive understanding of the overall organization’s call flow and develop methods and reports to effectively track and identify trends.

􀂅 Communicate, implement, and interpret Customer Operations policies and procedures with other departments.

SUPERVISORY RESPONSIBILITIES

􀂅 Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

􀂅 Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work;

appraising performance; rewarding and disciplining employees; recommend salary action, probation, retraining;

addressing complaints and resolving problems. Develop a plan for improvement and career development.

􀂅 Direct staff in the day to day operation of the Customer Operations departments. Responsible for overall direction, coordination, and evaluation of Customer Operations departments.

􀂅 Manage the activity in Customer Service, Correspondence, The National Operation Center, Technical Support.

 ô€‚…Oversees approximately 400+ employees, including all managers, shift supervisors, supervisors, and analysts. Responsible for their direction and development.

􀂅 Provide leadership for management initiatives to develop customer relations/communication programs as required.

Job Requirements

MINIMUM QUALIFICATIONS

􀂅 Bachelor’s Degree from an accredited college or university and five or more years of management experience in a

call center environment.

􀂅 A Master’s Degree is preferred.

􀂅 Alarm industry experience preferred.