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Manager, Customer Care

Company Name:
DIRECTV
Reporting to the Sr.
manager
of Customer Care, the Customer Care Manager supports the Huntsville Customer Care Center by leading a team of 8-10 team leaders as they drive performance, lead change,
coach
, mentor, and develop their direct reports. This
position
is located in Huntsville, AL.
This is an exciting opportunity to play an integral part in the continued success of a thriving call center (750 + headcount) supporting a dynamic team of sales and retention customer service representatives. The Huntsville call center has a strong history and is looking for a leader who can bring forth new ideas and build trust with the employees.
The Manager, Customer Care will be a change leader who drives sales and retention initiatives while building productive relationships with the other support departments in the call center. With a steadfast passion for the customer and strategic mindset, you will lead by example as your teams improve performance and drive metrics. This is a rare opportunity to join a world class team at a time of transformation. We're building on our already solid foundation with a strong vision, clear road map, and solid strategy to recreate and redefine the call center industry and how We Entertain the Future.
We are looking for a Manager with a strong balance of inspirational leadership and a proven ability to build trust - someone who is open to others ideas and confident in their own opinions. The ideal candidate is an enthusiastic leader with the ability to influence the sales and retention leadership teams and challenge the status quo while taking DIRECTV to the next level. We're looking for the right leader, one who brings successful experience in effectively managing and leading transformational change while coaching and developing the next generation of talent to do the same.
In order to perform the responsibilities of the role, DIRECTV is committed to setting you up for success. We give you the opportunity to learn the business and what we do first. While onboarding, you'll also have the chance to establish good relationships with your team, become familiar with any opportunities they have, and work on plans to ensure they improve. In this collaborative environment, you'll partner with the Sr. Manager and Site Director to identify best practices and where we are at the time. Once you become familiar with our plan, strategy, and processes, you then have the opportunity to develop your own strategic plan to implement over the next 6 months to drive the performance needed for optimum results.
"If your actions inspire others to dream more, learn more, do more and become more, you are a leader," - John Quincy Adams.
Is this your leadership philosophy? If so, our Customer Care Manager is your opportunity to lead and inspire our leaders. Apply today!
Responsibilities
Manages a team of Team Leaders with inspirational leadership as they strive to meet call center goals and objectives
Coach, develop and retain a diverse and highly effective customer service workforce
Ensures the overall quality and productivity of call center customer service function by evaluating and analyzing quantitative and qualitative performance results and develops and initiates actions to improve
employee
performance
Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned teams
Drives performance culture by providing feedback around goals and expectations
Acts as a trusted advisor providing guidance when sought out; builds productive relationships within leadership and support groups
Partner with internal departments such as Resource Management, Human Resources, Training and Quality to focus on common goals and influence performance of the site and change employee behaviors when necessary
Plans, approves, and implements programs for the timely development and progression of employees, both direct reports and other internal employees
Assess organizational performance management needs
Monitor team performance to ensure site goals are being met; teams are in compliance with Care and DIRECTV policies and procedures. Initiate actions to help drive team performance

Ability to work effectively in a team oriented, high demand and fast paced environment with demonstrated interpersonal skills to work effectively in the team environment and maintain a positive and professional manner.
Ability to maintain high level of confidentiality and work with highly sensitive data and information.
Excellent conflict management and problem solving skills for the purpose of resolving escalated employee and customer complaint issues as well as performance and behavior issues with a demonstrated ability to resolve differences impartially and bringing forth positive resolutions.
Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. This includes solid listening skills to ensure understanding of instructions and directions and the ability to communicate progress and problems to co-workers and management.
Demonstrated leadership skills and change management aptitude to effectively develop and lead a high performing team in the meeting function/department/company short-term goals and objectives. Takes a proactive role to bring about change, applying new ways to develop the business through improved management of people and processes.
Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility; this includes the ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs and ensure needed business outcomes.
Familiarity with a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
Ability to work a flexible schedule to meet the needs of the business and performance requirements.

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