Location: Securitas Operation Center, Charlotte NC
Summary
Overseeing an organization of approximately 45 employees and reporting to the CIO, the Director of SOC Operations is responsible for collaborating with Company operations leadership to provide support to the operating regions including, but not limited to: Coordination of Temporary Services to Security Response Services, Global Clients Americas, and other clients, after hours field office telephone support and the Securitas Post Confirmation System.
Responsibilities
Provides strategic leadership to a team of skilled customer support workers whose mission is to support field operations. Articulates the vision and business objectives of the function and ensures that the team understands and embraces their ability to impact the delivery of company strategy.
Uses thorough knowledge of field operations to provide excellence of service delivery, while identifying new and better methods of providing service improvement.
As the leader of a customer focused, field-serving organization, works directly with division leadership and field operations to define and provide expected outcomes.
Possesses a thorough understanding of call center policies, processes, and systems with a focus on simplifying, standardizing and implementing best practices.
Ensures that appropriate metrics are identified, captured and subject to continuous improvement.
Participates in the planning and selection of new call center technologies.
Positions the NCC to sustain performance through changing circumstances such as process changes, system upgrades, etc. Understands and applies change management best practices to successfully embed changes.
Addresses issues, answers questions, and resolves problems regarding all aspects of the operation that have been escalated from department managers. Ensures the timely communication and resolution of complaints/issues.
Responsible for budgeting, financial reporting and analysis of NCC results.
Partners with human resources to attract, develop and retain diverse talent.
Ensures that new employees are thoroughly onboarded, trained and prepared to provide client and field support.
Establishes standards that hold employees to a high level of accountability
Leads with integrity and models for others a collaborative, transparent and inclusive leadership style.
Requirements
Bachelor's degree in business or a related area.
Minimum of five years of significant, progressive responsibilities within guarding operations at the manager level or above.
Call center experience highly desired.
Minimum of five years' experience leading teams of diverse employees.
Strong business acumen and customer service focus with ability to understand how the business operates.
Experience in developing and leading teams focused on process alignment and continuous improvement.
Experience in creating and interpreting metrics representing functional performance, benchmarking goals, and comparative outcomes
Excellent knowledge of data analysis.
Advanced skill level in Microsoft Excel.
Experience with call center software strongly desired.
Excellent verbal, written and interpersonal communication skills. Ability to collaborate along all levels within the organization.
