Director of Contact Centers in Plain City, OH at TruGreen

Date Posted: 9/17/2020

Job Snapshot

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!" 

Position Overview
Directs and oversees call center operations. Develops, implements and executes policies and procedures. Ensures operational efficiency, customer satisfaction, staffing and productivity.

1. Responsible for driving achievement of assigned goals, metrics and key performance indicators.
2. Oversees call center management and operations.
3. Designs, develops and implements insides sales process.
4. Directs all function-related activities within the scope of the operations. Recommends objectives, develops short and long term plans and programs to support company goals and budgets. Reviews performance against plan and approves changes in direction as needed.
5. Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction.
6. Resolves escalated customer problems.
7. Ensures adequate staffing and productivity level to meet or exceed required performance standards.
8. Manages profit and loss as well as other financial and performance reporting.

Education and Experience Requirements
• Bachelor’s degree and 10+ years of contact center and/or sales leadership experience required, or an equivalent combination of education and experience
• Prior management/director experience required
• Master’s degree preferred

Knowledge, Skills, and Abilities
• Knowledge of call center operations
• Knowledge of inbound and outbound sales strategy and programs
• Ability to communicate effectively with large and small groups
• Ability to influence and persuade others in the process of change management
• Conflict resolution and negotiation skills
• Verbal and written communication skills, including public speaking
• Analytical skills and attention to detail
• Skill with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

Physical Demands & Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:
• Sit, stand and walk
• Use hands and arms to handle, feel or reach
• Speak and hear
• Use close vision abilities

Occasionally required to:
• Lift or move up to 10lbs
• Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Noise level
        o Low to moderate
Adverse Conditions
        o Minimal

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

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TruGreen performs pre-employment testing.

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing.  I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time.