Reporting to the Call Center Director, the Assistant Director will be responsible for overall operational execution and management of staff, for achieving targeted KPIs and profitability metrics, and for providing leadership for up to 300 staff members during their shift. Additional responsibilities include employee selection, retention, continuous operational improvement, inspection and execution of OneTouch Direct best practices, and a strong commitment to culture and employee satisfaction.
Assistant Directors must have a strong commitment to and exhibit OneTouch Direct’s Core Values when interacting with internal peers and external business partners. You’re responsible for driving a profitable business-focusing on creating genuine connections that foster customer loyalty, love of the brand, and strong community engagement. Must be flexible to work all hours of the call center including nights and weekends.
ESSENTIAL FUNCTIONS
· Thrive as a team player in a fast paced, high energy, change-oriented environment.
· Act as a business owner with an emotional connection to everything in the location and creating a great place to work environment for all employees
· Start each day focused on the one or two things that will have the greatest impact on the business.
· Meeting KPI goals by training, motivating, mentoring and providing ongoing feedback to team.
· Developing staff through weekly one on one sessions
· Provide enlightened leadership to the management teams to achieve desired service levels, expense control, employee development, key KPIs and including defining departmental policies, process and training.
· Develop and deploy standards appropriate to the business needs across all performance aspects; continually benchmarking performance against competition.
· Effectively translate corporate strategies into timely and comprehensive tactical plans to achieve goals.
· Lead and direct activities, which will ensure ongoing evaluation of performance and continuous improvement initiatives to drive effectiveness and efficiency in the department.
· Perform financial analysis on an ongoing basis to include: budget preparation, volume forecasts, site incentives, and financial forecasts.
· Develop and maintain strong interpersonal relationships with peers throughout the organization to ensure effective communications are established and goals are clearly understood.
· Effectively and knowledgeably represent the site in all meetings and presentations as required.
· Works cooperatively and collaboratively with all levels of employees and management, to maximize performance, creativity, problem solving, and results.
· Maintain outstanding location condition and visual standards · The list of functions may not be all inclusive and can be expanded to include other duties or responsibilities as needed.
REQUIRED SKILLS
· Demonstrated motivational skills and best practices in team building and rallying with a sales staff.
· Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees to achieve a high level of success and productiveness.
· Proven leadership skills to effectively develop, lead, inspire, and motivate a high performing team.
· Ability to think analytically to identify trends and take appropriate actions.
· Detail orientation, organizational, prioritization, and time management skills; experience preferred.
· Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.
· Proven ability and experience in creating and deploying strategic and tactical plans; ability to translate organizational strategy into functional imperatives.
REQUIRED COMPETANCIES
· Strong analytical skills and the ability to drive change and manage long term projects.
· Excellent oral and written communication skills, coupled with outstanding interpersonal.
· Experience with strategic initiative developmental and implementation, specifically with operating policies and procedures and work process improvements.
· Previous experience in developing and managing budgets and plans in an operational environment.
MINIMUM WORK EXPERIENCE REQUIREMENTS
- Strong analytical skills and the ability to drive change and manage long term projects.
- Excellent oral and written communication skills, coupled with outstanding interpersonal.
- Experience with strategic initiative developmental and implementation, specifically with operating policies and procedures and work process improvements.
