Managing Director

Job Category: Customer Support/Client Care Brink’s Home Security® was founded in 1983 as an affiliate of Brink’s Incorporated® - the world’s largest provider of secure transportation services. We are a rapidly growing company, currently providing monitoring services to over 1,200,000 customers in more than 250 metropolitan markets in the United States and Canada. Brink’s Home Security® is proud to be an industry leader by providing reliable security for your family, home or business. Become a part of the Brink’s® Team We are looking for hard-working, enthusiastic individuals to become part of the Brink’s Home Security® Team. We offer a variety of rewarding and challenging career opportunities with competitive salaries, an inspiring work environment, great benefits and ongoing professional development. Career opportunities may be found at the National Support Center, located in Irving, Texas, a suburb of Dallas/Fort Worth, our National Customer Contact Center, located in Knoxville, Tennessee, or at one of our sales and service branch offices located across the United States as well as British Columbia, Canada.   Managing Director Description:SUMMARY: Directs and coordinates the call/response and personnel activities of the Customer Monitoring and Customer Care departments. Overall responsibility for site personnel and facility. Builds and maintains cooperative working relationships between all Brink's Home Security Departments. Continuously challenges current operating modes for improved performance.ESSENTIAL DUTIES AND RESPONSIBILITIES: (Includes the following, other duties may be assigned)* Overall responsibility for site personnel and facility.* Oversees and guides the activities of Customer Monitoring and Customer Care Departments to plan targets.* Identifies and implements opportunities for revising business procedures, policies and structures.* Ensures Brink's Home Security provides the highest quality customer experience while maintaining costs within levels established by senior management.* Creates a productive, high morale work environment.* Management of reporting information to develop strategies for improved customer satisfaction and service while maintaining costs within levels established by senior management.* Ensures the ongoing communication between Brink's Home Security's Customer Operations Departments and local government, law enforcement and contact center networking agencies.* Ensures effective, value added communications between the entire Brink's Home Security customer-focused teams.* Development and implementation of an employee retention strategy inclusive of formalized career pathing programs, employee/customer recognition programs, work environment, team development, etc.* Optimize Mastermind technology for improved organization efficiency and increased customer satisfaction.* Supervisory/Management team development* Liaison with all Departments within Brink's Home Security * Immediate response to customer issuesMANAGEMENT RESPONSIBILITES: Directs overall site responsibility inclusive of the IT functions. Manages three department managers who supervise approximately 300+ employees in the Customer Monitoring and Customer Care Departments and has responsibility for their overall direction, coordination, evaluation performance and efficiency.Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Qualifications:QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty with the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION AND EXPERIENCE: Bachelor's Degree required in Business or related field. Ten + years experience in a high growth customer service/inbound call center environment. Four + to seven years progressive management experience. MBA preferred.LANGUAGE SKILLS: Ability to read, analyze and interpret common technical journals, financial reports and legal documents. Ability to respond to inquiries or complaints from customers, management, regulatory agencies or members of the business community and shareholders. Ability to write reports and speeches. Ability to effectively present information to top management, public groups and/or boards of directors.MATHEMATICAL SKILLS: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.OTHER SKILLS AND ABILITIES: Ability to build partnerships between departments. Superior analytical skills. Long-term, strategic mentality.PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is required to talk and hear. The employee frequently is required to sit. The employee is required to walk.Specific vision abilities required by this job include close vision.WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.Salary/Benefits: Salary commensurate with experienceJob Location: Knoxville, TNJob Number: 08-0833Company URL: http://www.brinkshomesecurity.com Visit our Career Center |Learn more about us