Director, Digital Support
The Dir, Digital Support provides leadership, vision, and strategy to support the implementation and execution of all Digital Support operations. Responsible for directing Digital Support centers as far as performance to budget, staffing to budget, obtainment of quota, and development of this channel as determined by the Senior Leadership team. Responsible for assigned revenue and productivity growth targets. This position is responsible for and oversees front line Agents, Supervisors, and Managers.
Oversee all aspects of pre and post sales activities to ensure proper order entry to drive sales, completion, and accurate billing.
Partner with sales business partners to receive and give feedback on trends in the business to ensure support expectations are met. Act as liaison for multiple groups including but not limited to Online Sales, Digital Partners, DSC, Field Operations, Provisioning Activation Center, Serviceability, and Service Recovery and Compliance.
Oversee daily complex activities of Managers, Supervisors, and Digital Sales Support Specialists to ensure group follows defined methods, policies and processes to process all service orders; ensure achievement of productivity, quality, service delivery, and revenue performance metrics.
Drive performance and compliance by preparing departmental tactics, goals and incentives, conducting call observations, interpreting performance trends via multiple reports and coaching front-line supervisors for success.
Partner with IS and non-IS resources to ensure availability of hardware and software needed to maintain productive workforce.
Review the technical systems to identify single points of failure in telephony, networks and computer areas. Recommends solutions to eliminate single points of failure and provide system backup.
Oversee all outbound calling efforts for Digital Support, including operations, FCC/TCPA compliance, and customer privacy, technology, and performance metrics.
Oversee and direct the deployment of all required training and policy instruction for agents.
Partner with all other Sales Channels and Stakeholders to maximize program’s results, including forecasts, policies and procedures, and overall partner performance.
Develop and implement tactics aimed to improve completion rates for all Sales Channels across the Sales Activation organization.
Ability to provide key performance updates to all levels of senior leadership and executive team.
Effectively communicates and encourages peer-to-peer networking within the department and across the company.
Provide direction and assist with oversight of yearly budgeting as well as goal setting.
Establishes controls that staff adheres to policies, procedures, and methodologies defined by Leadership.
Establishes controls to promote projects are delivered with quality solutions on time and within budget to meet sponsor expectations/needs.
Establishes timely/consistent communication of status and critical issues of all projects/programs that
are managed under the group’s direction.
Utilizes management tools to monitor and manage key performance indicators.
Collaborates with Business Planning to prepare/manage operational budgets and variances, conduct return on investment analysis on operational initiatives and track/report on variances.
Required Skills/Abilities and Knowledge
Knowledge of key elements that comprise the end-to-end customer experience
Ability to define key performance indicators/metrics
Ability to document, prepare and present data-driven presentations
Ability to manage multiple projects simultaneously
Mature judgment and individual initiative
Ability to supervise and motivate others
Proven track record of developing staff and maintaining a high standard of employee relations
Ability to use personal computer and standard business software
Knowledge of broadband products and services
Proven sales and service performance in fast-paced, entrepreneurial environments, with demonstrated ability to build teams, organizational capability, processes, and required tools and technology solutions
Strong aptitude with verifiable track record of success leading sales and/or operations in a call center environment
Excellent working knowledge of financial measurements and analytical skills and ability to analyze business results and implement strategies or tactics required to optimize/correct business performance.
Creative thinker and problem solver
Required Education
Bachelor’s degree or equivalent level of experience
Required Related Work Experience and Number of Years
Overall business experience - 10+
Call Center Leadership - 7-10
Management experience - 7-10
Preferred Skills/Abilities and Knowledge
Preferred Education
Preferred Related Work Experience and Number of Years
WORKING CONDITIONS
Office environment
Travel as required
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.