BRIEF DESCRIPTION OF SUNSTRONG MANAGEMENT

• Operations: 
• Develops strategies and plans for customer service: to support new sales; service customer accounts; attract, train, audit, develop and retain customer service talent; and forecast needs and requirements for contact center operations 
• Ensures contact center performance levels meet or exceed established service level, quality and cost goals 
• Ensures control and minimization of costs including management ratio, attrition, and overtime  
• Creates, evolves, reviews and implements policies and procedures related to the operation of the contact center 
• Identifies and implements call deflection strategies to continually lower customer contact rate while enhancing customer insight, satisfaction and propensity to refer Sunstrong to prospective customers 
• Evaluates and improves customer experience from the day their solar system is placed in-service across the full 30-year term of their agreement 
• Executes and continually improves risk and control processes including applicable company policies and procedures for span of control. 
• Communicates performance results at appropriate intervals (intra-day, daily, weekly, monthly, quarterly, annually).  
• Drives action (“get well”) plans for performance not meeting expectations 
• Provides leadership to support the organization to meet the goals of the contact center 

• Innovation & Change: 
• Analyzes and evaluates customer experience; identifies and implements change necessary to improve customer experience, reduces negative customer sentiment and drive positive customer sentiment 
• Analyzes and evaluates call center operations. Identifies and implements change necessary to improve operational quality and cost performance  
• Develops and executes pragmatic plans to drive customer interaction from current cost of service to lower cost of service, while maintaining or improving customer sentiment 
• Evaluates contact drivers and take action to reduce reactive or low value contact, while increasing proactive/accretive contact.  
• Evaluates data and directs analytical staff to develop customer insights and inform decisions.  
• Develops and executes strategies regarding future needs, including process and technology enhancements that align with company goals  
• Leads planning efforts to scale the contact center to handle a changing volume and complexity of incoming customer interactions.  As necessary, evaluates labor sourcing strategy. 

• BA/BS in business, marketing, communications, information technology or related degree OR equivalent work experience 
• Minimum years of experience required: five or more years of experience in call center operations/management  
• Demonstrated departmental leadership experience, preferably experience managing 100+ seat contact center  
• Willingness to travel, including periodic international travel 

• In-office position 

• Ability to adhere to PCI and Compliance standards 

• Projects and activities may dictate the need for working longer hours at times 

• Conversational Spanish fluency

• Strong analytical skills complimenting a desire to understand the “why” behind the numbers.
• A sound understanding of how to use and interpret data in problem solving performance improvement and strategic planning.
• Desire to extend a culture of accountability, professionalism and care.