Director of Network Operations

Full Time
Boca Raton, FL 33431
Posted Today
Job description

Position Summary: This position will report to the SVP of Network and Call Center Operations. Oversee dispatch staff, Account Executives, Vendor Support, and Client relations. They will be responsible for assigning tasks, motivating, and disciplining employees and assessing performance.
To be successful in this position, our Director of Network Operations must demonstrate a focus on motivating and coaching others, as well as leading by example. It is vital that the person in this role be able to wear the NSD role-model hat.
He/she must demonstrate a sense of responsibility, independence, sociability, confidence, self-motivation, and flexibility. He/she must be extremely detail-oriented and able to manage multiple projects simultaneously. Timeliness, customer service, keeping up to date on current events are also crucial.

Duties and Responsibilities:

  • Real Time Workforce Management of all groups in the department
  • Work with the team to develop a network of service providers for an ERS program to handle service calls
  • Contract negotiations to improve overall service and costs of the NSD provider network
  • Ensure the NSD network is populated in North America to handle dispatch volume 24/7/365 of all service requests
  • Train the staff of account executives in negotiations, communication, network build, and oversight of territories to handle a high demand of customer breakdown services throughout the US and Canada.
  • Hiring, training, and preparing representatives to respond to customer questions and complaints and troubleshoot problems with services or products. Build a network of service providers, and manage the accounting, insurance, contract build, and partnership.
  • Oversee the day-to-day operation of the Network teams and ensure that their goals, such as cost, quality, staffing, acceptance rate, payables, and client performance metrics are met.
  • Ensuring agents understand and comply with all Network objectives, performance standards, and policies.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Drives continuous improvement through trend reporting analysis and metrics management.
  • Offers new ideas and suggestions for improvement.
  • Identifies and implements new practices and processes that are “best in field".
  • Confers with Call Center Directors on complex or unusual situations, along with coaching on performance related issues around service provider dispatch.
  • Determines work procedures, prepares work schedules and expedites workflow.
  • Communicate with Global Network and IT when department is experiencing phone issues or service interruptions.
  • Ensures 100 percent adherence to all company policies and procedures.
  • Maintains discretion and confidentiality in all areas pertaining to systems, data, contact center agents and proprietary information, whether internal to NSD or customer specific.
  • Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
  • Understands and embraces the business and contact center operations strategic direction.
  • Maintain a list of resource staff available for the teams on a daily and as needed basis.
  • Performs other duties as assigned.

Education and Work Experience:

  • 5 years of Customer Service / Network Operations experience with a minimum of 5 years in a leadership position.
  • Strong understanding of the contact center environment and the key levers to enhance performance and achieve targets.
  • Significant experience with developing others through coaching, actionable feedback, and hands-on leadership.
  • Must have great people skills, able to relate to and motivate people of diverse backgrounds.
  • Bachelor’s Degree or equivalent work experience.

Knowledge and SKILLS:
To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

  • Must maintain highest level of Confidentiality at all times.
  • Ability to communicate effectively (verbal and written)
  • Excellent interpersonal skills
  • Proficient computer skills: must have working knowledge of Excel and Word,
  • Ability to multi-task, follow up, and meet deadlines
  • Strong attention to detail
  • Ability to identify discrepancies and take initiative to research variances and correct
  • Call Center and Workforce Management Software.
  • Analytical Thinker.

Hours Required: 40-45 hours a week, availability 7 days a week.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions 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 frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The usual environment is in a business office with a noise level in the work environment that is usually moderate.
This is an exempt position.

Job Type: Full-time

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