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    Retention Operations Manager - Jacksonville, United States - ADT Security Services, Inc

    ADT Security Services, Inc
    ADT Security Services, Inc Jacksonville, United States

    3 weeks ago

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    Description
    Position Summary


    The Performance Operations Team Manager role is responsible for providing data driven insights and support to department leaders that will ultimately result in driving frontline performance improvement.

    This role will report to the Director of Collections.


    Position Responsibilities:

    • Utilize Tableau, Salesforce, Sharepoint, COPAnet, MMB, Nice, and other resources to review KPI/Phone State outlier reporting and provide coaching opportunities in the form of compliance flags in COPAnet's MPR/Game Plan Workbook.
    • Utilize above analytics tools to uncover development opportunities and provide leaders with insights that can be utilized in Game Plans and other coaching tools/discussions.
    • Maintain open communication with key stakeholders and be able to regularly demonstrate work completed.
    • Custom report creation as requested by the Unit Manager of their supported pods, or the Ops Shift Manager, to include:
    • COPAnet analytics, phone state analytics, or other Excel-based reporting as needed.
    • Takes lead on special projects as directed by the Senior Director or Director.
    • Assist in managing compliance by auditing performance and/or corrective status via Tableau/COPAnet and other resources.
    • Other duties as assigned.

    Education/Certification:

    • High school diploma or GED required.
    • Four-year degree preferred.

    Experience:

    • Five (5) years of experience in a call center environment, with majority of time spent in a support role involving forecasting, scheduling reporting, and /or analysis.

    Skills:

    • Analytical and management skills.
    • Aspect e-workforce management experience or similar software required.
    • Database Management Software knowledge required.
    • Advanced computer knowledge in Excel, Access, Word, and PowerPoint required; Avaya CMS Supervisor preferred.
    • Strong written and verbal communication skills.
    • Knowledge and understanding of ADT's business, ACD reporting, MAS reporting capabilities, and alarm handling.

    Location:
    Applicants must reside near Jacksonville, FL or Wichita, KS.

    Pay and Benefits Disclosure

    The salary range for this role is $52,827- $105,655 and is based on experience and qualifications. Certain roles are eligible for annual bonus and may include equity. These are allocated based on company and individual performance.

    We offer employees access to healthcare benefits, a 401(k) plan with company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off, among others.

    Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

    Anticipated application close date is on: 04/08/2024
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