Director, Command Center

Dimension & Scope: The Director Command Center is responsible for ensuring a smooth and efficient operation by effectively managing multiple Convergys Command Centers.  The Director is responsible for general staff operation and ensuring delivery against client key performance indicators and metrics within the scope of the Command Center environment (service level achievement; line adherence management; labor management; and cost controls).  This individual will manage all aspects of staff development within the Command Center; ensuring they receive development training; coaching; feedback; etc.  The Director is required to be on-call 24 X 7 and will become instrumental in supporting the organization during major outages or crisis.  The Director will support product development and deployment of future and current technical opportunities for volume and staff management. Principal Duties and Responsibilities: Direct the activities of Command Center management teams. Conceptualize, design, develop, implement and maintain standard processes for productivity and performance improvements against program specific key performance indicators. Ensure sufficient support is provided to Operations and Executive Management for evaluating alternatives for various business issues and technology, facility or new business acquisitions. Direct the analysis of available data to ensure a consistent balance between supply and demand (supply = staff / demand = volume). Lead team members, foster their professional growth and promote teamwork and cooperation. Research and develop best practices for managing multi-site environments. Partner with program leaders in Client Services and Operations to define and manage program key performance indicators. Develop staff to ensure consistent monitoring and management of a multitude of call center performance metrics through internal and external platforms (ensuring timely and efficient communication with the programs to manage allocation settings, queue settings, staff availability overflows targets, etc.). Manage labor utilization during periods of short staffing or over staffing. Responsible for selecting, training, developing and managing performance of professional and non-exempt direct reports, providing prompt and objective coaching and counseling; and coordinating, planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements. Instrumental in product development and deployment of future technical opportunities for the Command Center. Set performance measures for all Command Center managers and analysts keyed to process and program performance. Measure and trend individual program performance and leads the development of improvement plans as related to the individual programs. Understand / demonstrate visionary thinking for the future of the organization, while supporting the actions that must be taken to achieve it. Responsible for establishing and clearly communicating departmental strategy to management team; providing feedback regarding tactical operations for department including budgeting, goal setting, and managing performance; following organization’s policies and applicable legal requirements; determining and implementing appropriate staffing and customer interaction guidelines for work team(s); and monitoring performance leading to successful results. Education & Professional Certifications: Bachelor’s degree in related field from a four-year college or university with ten or more years of experience; or Equivalent combination of education and experience Candidate Profile: 5 or more years of experience managing a Workforce Management Command Center environment. 5 or more years of experience managing Workforce Management metrics in a multi program (5, 10 or more) environment. Excellent oral and written communication and presentation skills. Demonstrated ability to encourage innovation and creativity and implement concepts to meet business needs. Proven strategic thinking / planning and analytical skills. Strong history of building great teams. Track record of innovative and effective problem solving and decision making ability. Ability to develop, grow and maintain successful relationships with clients, team members and other internal/external resources. Must be able to generate credibility and influence. Previous large call center experience required. Must have experience in Workforce planning. Track record of achieving / exceeding business results. Excellent at multi-tasking. Must have proficiency with various software applications programs including PowerPoint, Lotus Notes, Word and Excel. Must be proficient with various time keeping systems. Contact Information: Convergys