Sr. Manager, Customer Care Experience & Quality (Rochester, NY)

ADT Corporation - West Henrietta, NY (30+ days ago)3.4


The Area Manager, Care Experience & Quality is responsible for connecting our customer experience strategy through our Quality Program within the Customer Care Experience team, the Care Centers and across the organization. They provide direct leadership to a team of Care Experience Managers, lead the customer care centers with the execution of quality and customer experience projects and are responsible for the creation, implementation; and on-going evolution of our quality management system. This system is a foundational to our developmental coaching program for front line and front line leaders. The Quality Program is built on our brand promise and provides tools and resources that teach and inspire associates and leaders to consistently deliver the experiences that matter most to our customers. The Area Manager is responsible for connecting the training and development of ADT’s associates and leaders to those critical, life changing customer experiences.

Position Responsibilities:
Develop a team of Care Experience Managers who act as strategic consultants leading by teaching quality through the lens of the customer and our brand promise. Providing for the advocates a strong sense of purpose and inspiration.
Provide specific coaching and guidance to a team of Care Experience Managers to increase analytical capacity and value-added recommendations driving increased customer engagement and business growth.
Act as a strategic consultant to care center managers and care center directors, to define specific success criteria for quality that align to the enterprise objectives. The Area Quality Manager supports up to 11 Center directors and approximately 3500 associates.
Provide roll-up of 1st level analysis and reporting to measure and trend the customer experience within manager teams and the center as a whole.
Ensure alignment across centers and continually evolve the Quality Program to support the key objectives of ADT
Provide training and support to new front-line customer service leaders to ensure Quality Program improvement and sustainability.
Actively participate as a member of the customer service operations team; building and supporting a holistic support model for all customer service centers.
Communicates the measurement and improvement of the customer experience through presentation of comprehensive executive presentations and training materials.
Managing specific work-stream scope(s) and dependencies for support of all major initiatives that include multiple releases/projects, as well as making and/or supporting business decisions around solution design and deployment activities
Direct the accomplishment of key Continuous Improvement (CI) initiatives to accomplish key business goals and deliver significant ROI / savings to ADT.
Stay current on industry trends and quality management in general to keep ADT ahead of the curve on quality initiatives.
Overseeing all aspects of the Contact Center Compliance and Coaching program for multiple lines of business including Monitoring, Customer Service, Account Management, Collections, Provisioning, Order Entry, s/he will lead a geographically dispersed team responsible for designing and delivering
Overall coordination of QMS and Coaching plans and execution across functional areas of the business to include change management

Qualifications

Education/Certification:
Bachelor’s Degree required. Graduate degree in related discipline preferred.

Experience:
10 –15 years of experience in subscriber based business and operations, customer service/call centers, with a minimum of 5 years of related center and/or QMS leadership experience preferably within the service industry
3+ years of experience managing remotely located direct-reports.
5-7+ years of experience with performing and teaching behavioral performance analysis

Skills:
Proven ability to track and trend behaviors and translate findings into meaningful analysis
Exceptional oral and written communication skills
Demonstrated proficiency developing and delivering training materials
Experience with Windows Based PC’s including proficiency with the Microsoft Office suite (Outlook, Excel, PowerPoint and Word)
Experience with NICE, Nexidia or other call analytics and recording tools required
Demonstrates professional integrity.
Demonstrated high level of interpersonal skill used to build relationships and manage conflict - within a project team, business unit, and cross-functionally. Well-developed capacity for emotional intelligence.
Ability to effectively communicate with various levels in the organization including cross-functionally, at the frontline, and with Senior Leadership. Demonstrated skill in producing high-quality and tailored deliverables to enable stakeholder communication and decision support.
Creates an environment that motivates, inspires and respects others. Ability to drive results through accountability.
Ability to build team cohesiveness to achieve results. Ability to promote a shared vision and customer focus.
High organization and planning skills required.
Ability to self-start, work independently, be versatile, and maintain personal resiliency in a dynamic environment.
Experience with business case development, financial fluency, and interpreting data - even when imperfect.
Solid proficiency working with standard MS Office and project management technologies.
Intellectual curiosity and willingness to learn as it relates to emerging trends
Excellent analytical and problem-solving skills.
As of April 2017, Protection 1 merged with ADT to become the leading company in the electronic security industry. As we progress through our integration, you will see collateral, building signs and apparel from both companies, but please know: we are on our way to becoming a completely unified ADT and while that happens, we are better together.