Director of Sales & Customer Solutions Operations – Iloilo

Essential Duties and Responsibilities:

• Managing daily Call Center performance ensuring high levels of Customer Service

• Driving sales operational and customer service metrics by communicating expectations motivating and holding all leaders accountable for the performance and behaviors of the entireteam

• Driving and motivating the team to master sales behaviors and resources customer service capabilities and deep Connected Home productknowledge

• Using data to identify trends and insights root cause anticipate challenges and developing team-wide action plans that drive sales and operational performance consistent with the companys CoreValues

• Collaborating with business partners to proactively develop improvementinitiatives

• Conduct periodic employee reviews with call center management and employees and meet 100% annual reviews as directed by Senior Leadership and HumanResources

• Conduct other responsibilities as set by Customer Care Leadership

• Successfully lead up to 500 call center agents and management team

• Motivating and generating enthusiasm among employees thereby promoting excellent morale

• Providing honest and timely performance and culture-fit feedback while identifying opportunities for growth and learning

• Creatingrecommendingand 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

• Assist in skills assessment by measuring and reviewing periodic performance delivering feedback assessing reactions and respondingappropriately

• Promote retention of valuable resources and develop capabilities to advance key businessinitiatives

• Assist the Senior Stakeholder in providing strategic and tactical planning for the Call Center to ensure quality interactions with clients subscribers associate satisfaction and operationaleffectiveness

• Perform cost-benefit analysis and identify cost efficiencies and savings opportunities

• Lead Enterprise-wide initiatives to advance performance in all call centers

• Assist Senior Stakeholders in defining Call Center KPIs and effectively implement them