Director Support Solutions Operations

Call Center ManagerThe 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 ServiceFacilitating the achievement of sales metrics by communicating expectations, influencing and holding all leaders accountable for the sales performance and behaviors of the entire teamMotivating all members of the team to embrace and master sales behaviors, sales resources, and comprehensive Connected Home product knowledgeEvaluating 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 performanceCollaborating with business partners to proactively develop improvement initiativesConduct periodic employee reviews with call center management and employees and meet 100% annual reviews as directed by Senior Leadership and Human ResourcesCreating, recommending and implementing a Call Center growth strategyDeveloping and managing the annual departmental budget, including identification of and clear justification of key variances to the senior Call Center leadership teamAssist Senior Stakeholders in establishing clear roles, direction, responsibilities, and performance requirements for the Call Center Management teamPromote retention of valuable resources and develop capabilities to advance key business initiativesAssist the Senior Stakeholder in providing strategic and tactical planning for the Call Center to ensure quality interactions with clients, subscribers, associate satisfaction, and operational effectivenessPerform cost-benefit analysis and identify cost efficiencies and savings opportunitiesLead Enterprise-wide initiatives to advance performance in all call centersAdheres to internal standards, policies and proceduresPerforms other duties as assignedSkills:Technical skills:Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools.Proficiency using MS officeExperience recruiting and training personnel for the specific requirements of telephone and remote in computer supportExperience managing teams of supervisors in telephone, chat, and remote in computer supportSoft/Leadership skills:Demonstrated excellence in communication (written and verbal) with internal and external customersMust be experienced and comfortable, and able to demonstrate success working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguityResults-driven, action-oriented, and self-motivated, balanced with strong interpersonal skillsExudes the ability to inspire, motivate and influence others to achieveEducation and Experience:Required Education and Experience:College degree or equivalent experience required-advanced degree(s) or certification (s) preferredMinimum of 10+ years managing within call centers required, with at least 5-7 years of management experience above and beyond first line supervisory experienceExperience recruiting and training personnel for the specific requirements of telephone and remote in computer supportExperience in launching new call center or new projectExperience managing teams of supervisors in telephone, chat, and remote in computer supportPreferred Education and Experience > 11 YearsLicenses / Certifications:Required Licenses/Certifications:Property and Casualty License requiredSupervisory Responsibilities:Varies based on operational ratiosTravel Requirements:Travels: YesPercent of time: 10%Overnight required: YesPhysical Demands:Stationary Position - FrequentlyPushing/Pulling/Reaching - SeldomClimb - SeldomKneel - SeldomGrab - SeldomBend - SeldomLift/carry over - Less than 5 LBSVision - 20/20 Corrected VisionHearing - N/AWorking Conditions:Wet or Humid - N/AWorking near or on moving mechanical parts - N/AWorking near or on heavy machinery - N/AWorking in high places - N/AExposed to fumes or airborne particles - SeldomExposed to toxic or caustic chemicals - N/AFrequency of working in outdoor weather conditions - N/AWork with Electricity - N/AWork with explosives - N/AWork on or near a source of radiation - N/ALoud noise conditions (above 87dB)- N/AOther Environmental Factors including weather conditionsNote: 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 may 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.