Director Inbound Sales amp Retention Operations Support - Military Veterans

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JOB SUMMARYThe Director for Inbound Sales and Retention Operations Support provide leadership, vision, and strategy to support the implementation of all Operations initiatives and projects. Understand how to define measure, analyze, improve, verify and control the quality of relevant operational procedures.Manages a staff of experienced Managers and Business Analysts in support of Operations initiatives. Implements and adheres to the plan defined by management, in order to mature the organizations ability to deliver high quality service.MAJOR DUTIES AND RESPONSIBILITIESActively and consistently supports all efforts to simplify and enhance the customer experience.Support Inbound Sales, Digital Sales Center, and Outbound Telemarketing strategy across Residential and Small Business lines of businesses; implement and manage processes and tools to help drive a metrics based, performance culture.Assist senior leadership in attaining operational objectives by supplying relevant analysis of operation performance data; develop recommendations and action plans to address issues, including quality, productivity and fiscal objectives.Collaborates with Business Planning to prepare/manage operational budgets and variances, conduct return on investment analysis on operational initiatives and track/report on variances.Participate in the design and implementation of policies and procedures across multiple functions within call center operations.Plays a critical role in the identification and substantiation of tools needed to improve the efficiency of the workforce.Establish timely/consistent communication of status and critical issues of all projects/programs that are managed under the groups direction.Provides guidance on Training needs (New hire Uptraining) and leadership development.Collaborates cross-functionally with Call Centers, Marketing, Field Operations, Operational Readiness, and Product, Billing and Collection and other departments regarding key strategic issues, process development and execution.Leads a team that understand industry trends, overall competitive responses that guide Charters initiatives and are implemented through a measurement-based strategy that focuses on end to end process improvement.Ensures all projects incorporate knowledge management tasks in order to deliver high quality.Provide knowledge to staff as a project deliverable.Effectively communicates and encourages peer-to-peer networking within and across the department.Establish controls that ensure staff adheres to policies, procedures, and methodologies defined by Management.Utilizes management tools to monitor and manage key performance indicators.REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgenAbility to read, write, speak and understand EnglishnEffective communication skills (written, presentation and facilitation)nEffective Microsoft skillsnDemonstrated in-depth analytical problem solving skills and conceptual skillsnDemonstrated management ability and can develop and energize a multi-disciplined organizationnEffective interpersonal skills and ability to effectively communicate with peers, staff and senior managementnAbility to present and discuss technical, functional and management information in a clear and concise way that explains complex topics; is persuasive and promotes consensusnEducationBachelors degree preferred or equivalent combination of education and experienceRelated Work ExperienceBusiness strategy development experience - 7 yearsProject/program management experience - 3 yearsFacilitation/leadership experience - 5 yearsExperience at large-scale process development and implementation - 7 yearsPREFERRED QUALIFICATIONSSkills/Abilities and KnowledgeDemonstrated organizational management skills in a highly complex, fast growing environment,Broad understanding of business processes, challenges and opportunitiesAbility to effectively adapt to and apply rapidly changing technology to business needsInformation systems and utilizing tools and techniques to effect business changeRelated Work ExperienceExperience interfacing with senior/executive leadersExperience in the introduction of new technologies and standardsExperience with managing projects following a quality control programExperience in organizing, planning and executing large-scale projects from conception through implementation, involving internal personnel, contractors, and vendors; ability to analyze project needs and determine resources needed to meet objectivesFull project life cycle experience with both custom development and package-based application deployment, including experience working within a formal systems development life cycle methodologyExperience in business process re-engineering or process improvement desirable, involving broad-basedWORKING CONDITIONSOffice environment SOP700 304288 304288BR

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