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Network Operations Manager

4 months ago

Boca Raton, United States Nation Safe Drivers Full time

Nation Safe Drivers has been in business for 60 years and offers the rare opportunity to earn ownership stocks With a stellar reputation as an industry leader in the Automotive Industry and one of the finest places to work in South Florida, we are excited about expanding our team. Our beautiful State-of-the-Art Corporate Headquarters is located in the heart of Boca Raton's thriving business park district. Employees are valued at NSD and enjoy a fun corporate culture, a supportive leadership team and excellent benefits.

We are seeking an experienced Vendor Network Manager to join our Team. You will oversee roadside assistance dispatch staff and are responsible for assigning tasks, motivating and disciplining employees and assessing performance.

What the ideal candidate needs:

To be successful in this position, our Vendor Network Manager 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.

Responsibilities:

  • Real Time Workforce Management.
  • Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
  • Oversee the day to day operation of the Contact Center and ensure that Contact Center goals, such as service level, quality, and staffing, are met.
  • Ensuring agents understand and comply with all Contact Center 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 Director on complex or unusual situations.
  • 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.
  • Bachelors Degree or equivalent work experience.

What NSD can provide:

  • Excellent Benefits: Health, Dental, Life, Vision and Disability Options as well as Paid Vacation Days, Sick Days, Holidays and PTO. Pet Insurance too
  • Competitive compensation and a family-friendly work schedule
  • Excellent Corporate Culture: Social Events, Recognition Luncheons, Family Days, and Holiday Celebrations
  • Long-standing reputation for promoting from within -- great opportunity for a promising career path
  • ESOP - Employee Stock Ownership Plan

**NSD maintains a drug-free workplace and performs pre-employment substance abuse testing.

Nation Safe Drivers provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, pregnancy, marital status, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.