IrvingRecruiter
the smart solution for Irving jobs

Unit Manager - Customer Care Call Center (Irving, TX)

Company: ADT Security Services
Location: Irving
Posted on: February 13, 2019

Job Description:

Company Overview: The ADT Corporation (NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. ADT is headquartered in Boca Raton, Florida and employs approximately 17,500 people throughout North America. More information is available at www.adt.com. Position Summary: To manage special projects and manage the daily operations of the CMC including management of all aspects of incoming/outgoing calls, alarm signal processing, customer transactions, escalations, and alarm handling, employee relations or other situations. Effectively lead multiple teams focused on providing exemplary service by monitoring customer accounts, expediting appropriate notifications to dispatch emergency services (e.g. fire, police, etc.), and ensuring clear ongoing communication about the state of the business, mission, and day-to-day direction. Successful execution measured by: Engagement survey results at 80" or better (both company [every two years] and department sponsored surveys [typically every six months]) Regular completion of skip level meetings (minimally 4 times per year) and focus groups with front line employees resulting in specific action plans that improve engagement, retention rates, and/or overall productivity. Employee retention rate maintained or improved based on agreed upon targets set for fiscal year. Assist team members with self-development. Maintain high visibility and accessibility within the contact center. Drive Operational effectiveness and efficiency by consistently meeting or exceeding the: Established quality targets; Service levels; Call answer rate; Alarm signal response time; Reliability target(s); Targeted customer satisfaction levels in post alarm and post in-bound customer surveys; Compliance requirements for licensing;Establish and maintain relationship with key business partners with telephonic and face to face communications. Delivering financial returns through effective management and execution of the budget as demonstrated by: Headcount management to plan; Overtime management; Usage of goodwill credit dollars; Effective reduction of overall disconnect rate (target communicated annually); Maintaining or reducing cost per subscriber as targeted for fiscal year. Projects and adhoc assignments as assigned based on business need. Education/Work Experience Required: BS degree required Masters degree or progress toward preferred Minimum of five (5) years of previous related experience in progressively responsible assignments. Certification in project management and Six Sigma helpful. Core Competencies: Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Intermediate to advanced computer skills in a Windows/NT environment, especially spreadsheet and word- processing software. Strong leadership skills. Strong organizational and time management skills. ADT LLC is an EEO Employer

Keywords: ADT Security Services, Irving , Unit Manager - Customer Care Call Center (Irving, TX), Executive , Irving, Texas

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Plant Manager)
Description: Job Purpose br br To lead the A-Gas plant team through continuous development of each department to achieve the company goals. Develop, set and maintain professional standards of operations in all (more...)
Company: A-Gas Americas
Location: Rhome
Posted on: 02/20/2019

Registered Nurse (RN) Case Manager - Hiring in Abilene
Description: Job is located in Abilene, TX Job Summary: The Registered Nurse RN Case Manager CM is responsible for coordinating the care and service of selected patient populations through the acute care episode (more...)
Company: Hendrick Health
Location: Kennedale
Posted on: 02/20/2019

Forecast Manager -" Revenue Management Strategy (22005)
Description: JOB PURPOSE: Supports the overall objectives of the Commercial organization by leading the management of Greyhound's passenger demand forecasting and optimization systems. The Forecasting manager will (more...)
Company: greyhound
Location: Dallas
Posted on: 02/20/2019


Territory Sales Manager
Description: Territory Sales Manager - Communications At our Company, we grow People, Brands, and Businesses We are seeking a dedicated Territory Sales Manager to be responsible for driving sales results for a client (more...)
Company: Advantage Solutions
Location: Richardson
Posted on: 02/20/2019

Medical Science Liaison (MSL) Manager - Multiple Sclerosis - West Region
Description: Note: This role covers the West Region, which includes states West of the Mississippi River. Summary of purpose/major responsibilities The Medical Science Liaison MSL Manager is mandated (more...)
Company: Sanofi Group
Location: Dallas
Posted on: 02/20/2019

Automotive Tool Sales / Route Manager - Full Training
Description: Build a Great Career and a Great Life. br Automotive Job title: Automotive Tool Sales / Route Manager - Full Training br Feel the freedom and independence of managing your own protected route and (more...)
Company: Mac Tools
Location: Dallas
Posted on: 02/20/2019

Registered Nurse (RN) Case Manager - Hiring in Abilene
Description: Job is located in Abilene, TX Job Summary: The Registered Nurse RN Case Manager CM is responsible for coordinating the care and service of selected patient populations through the acute care episode (more...)
Company: Hendrick Health
Location: Euless
Posted on: 02/20/2019

Registered Nurse (RN) Case Manager - Hiring in Abilene
Description: Job is located in Abilene, TX Job Summary: The Registered Nurse RN Case Manager CM is responsible for coordinating the care and service of selected patient populations through the acute care episode (more...)
Company: Hendrick Health
Location: Flower Mound
Posted on: 02/20/2019

Restaurant Manager - Greenville, TX - ETX
Description: Panda Express managers can have the opportunity to embody an entrepreneurial spirit while learning from a very hands-on and fast-paced environment. As a General Manager, you will be in charge of a 1-2 (more...)
Company: Panda Express
Location: Greenville
Posted on: 02/20/2019

Retail Sales Manager - Reliant
Description: Overview Full-Time Retail Sales Manager We are seeking enthusiastic sales leaders who are experts in transforming motivated personalities into a unified sales force of Energy Pro's As A Retail Sales (more...)
Company: 2020 Companies
Location: Grand Prairie
Posted on: 02/20/2019

Log In or Create An Account

Get the latest Texas jobs by following @recnetTX on Twitter!

Irving RSS job feeds