Senior Director, Inbound Operations
HomeServe USA
Date: 1 week ago
City: Chattanooga, TN
Contract type: Full time
HomeServe USA, a Brookfield Infrastructure Group portfolio company is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great Place to Work the last six years. What does HomeServe do and what makes it so great? Well, we’re glad you asked!
We put people at the heart of everything we do. That’s priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their A/C working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.
No matter your role at HomeServe, you’re part of a growing team that’s working to make home repairs and improvements easy.
Position Overview
The Sr. Director, Inbound Operations reports to the SVP, Contact Center Operations and is responsible for managing the day-to-day activities and establishing the strategic objectives of our on-site, work from home and outsourced Sales and Customer Service teams. This role partners extensively with peers leading our Repair Management, Workforce Management, Customer Advocacy, Quality, HR, Marketing and Training teams.
Responsibilities
Leadership & Management:
Essential Job Function
% of Time on Function
People Management & Development
20%
Project Management & Process Improvement
20%
Workforce & Vendor Management
20%
Data, Reporting & Analyzing
10%
Cross-Functional Involvement & Support
10%
Total
100%
Job Requirements
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
In Return, We Offer
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
Salary Range: $133,222.85 to $177,630.47
Annual Bonus Potential: 25%
HomeServe USA is an equal opportunity employer.
We put people at the heart of everything we do. That’s priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their A/C working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.
No matter your role at HomeServe, you’re part of a growing team that’s working to make home repairs and improvements easy.
Position Overview
The Sr. Director, Inbound Operations reports to the SVP, Contact Center Operations and is responsible for managing the day-to-day activities and establishing the strategic objectives of our on-site, work from home and outsourced Sales and Customer Service teams. This role partners extensively with peers leading our Repair Management, Workforce Management, Customer Advocacy, Quality, HR, Marketing and Training teams.
Responsibilities
Leadership & Management:
- Lead, manage, and inspire a team of call center leads and agents.
- Develop and implement strategies to enhance team performance and morale.
- Conduct regular performance reviews and provide coaching and development opportunities
- Optimize staffing levels and schedules to ensure adequate coverage and high performance.
- Develop and execute a revenue generation strategy and improve call center operations.
- Identify and implement best practices and innovative solutions to enhance efficiency.
- Collaborate with senior management to align call center goals with company objectives.
- Optimize call center processes and workflows to ensure efficiency and effectiveness.
- Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
- Daily monitor key performance indicators (KPIs) and implement improvements to meet and exceed targets.
- Ensure compliance with industry regulations and company policies.
- Utilize data and analytics to drive decision-making and improve call center performance.
- Analyze call center metrics and generate reports to inform strategic initiatives.
- Implement data-driven solutions to enhance customer experience and operational efficiency.
Essential Job Function
% of Time on Function
People Management & Development
20%
Project Management & Process Improvement
20%
Workforce & Vendor Management
20%
Data, Reporting & Analyzing
10%
Cross-Functional Involvement & Support
10%
Total
100%
Job Requirements
- Bachelor of Science degree in Business Administration, Management, or a related field (Master’s degree preferred)
- Minimum of 10 years of leadership experience working in a call center, customer service and sales environment with at least 3 years in a senior leadership role
- Proven track record of improving call center efficiency and achieving growth targets
- Strong leadership and management skills, with the ability to inspire and motivate a large team.
- Excellent strategic planning and execution skills.
- Strong analytical skills and experience using data to drive decision-making including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
- Excellent communication and interpersonal skills. Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing
- Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience
- Background in handling escalated call center related matters and implementing appropriate process improvements to resolve issues.
- Ability to analyze day-to-day metrics while visualizing longer term goals and broad scope impacts.
- Intermediate to advanced Excel, Word and PowerPoint skills as well as workforce and CRM software
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
In Return, We Offer
- Competitive compensation
- Career development and advancement opportunities
- Friendly, open and team oriented work atmosphere
- Excellent benefits including generous medical, vision, dental and life & disability insurance
- 401(k) plan with a company match
- Eligibility to enroll in up to two HomeServe coverage plans paid for by the company
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
Salary Range: $133,222.85 to $177,630.47
Annual Bonus Potential: 25%
HomeServe USA is an equal opportunity employer.
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