ADT (Protection 1) Relocations Team Manager in Wichita, Kansas

This job was posted by : For more information, please see: The ADT Corporation (NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. ADT is headquartered in Boca Raton, Florida and employs approximately 17,500 people throughout North America. More information is available at Summary:Manages the daily activities of the Relocations team in the attainment of departmental goals while ensuring the highest possible level of customer service. The Relocations team's job is to aggressively re-sign previously monitored locations (New Owners, Potential New Owners, Inactive Sites) of both residential and light commercial customers. Works to reduce customer attrition to meet company established goals. Retains existing customers that are cancelling due to a move by resolving outstanding issues or negotiating/instilling value in current services. The Relocations supervisor will be expected to provide leadership and coaching that will allow the team to be successful in achieving the above stated job. In addition, the supervisor is responsible for following up with branch personnel to assure that all prospect data is updated correctly and in a timely manner.Essential Duties And Responsibilities include the following. To perform this job successfully, the Resale and Relocations Supervisor may be expected to perform special projects and other duties as requested.Maintain situational awareness of the activity in the Call Center including volume of incoming and outgoing calls, service and staffing levels. Utilize this information to independently make the best moment by moment decisions required to meet departmental goals including redirecting staff, setting priorities and adjustments to staffing.Assure that Relocations staff is maintaining peak effectiveness.Flexibility to respond to departmental needs as changes in the workload warrant.Be available as a point of contact for branch personnel during normal business hours.Performing quality assurance evaluations of employees to determine both the areas that the employee excels in and areas that need improvement.Motivate employees to perform better and develop programs for correcting performance issues and enhancing overall performance.Interview potential employees utilizing established guidelines and recommend applicants for second interviews that meet these guidelines.Independently perform research, develop, document and perform employee corrective actions based on company policies and procedures including oral and written warnings and termination when justified.Meet with employees on a regular basis to review overall performance and set expectations for improvement and personal growth when applicable.Track statistical information as needed for the department and compile data into reports that are submitted to management in a timely manner.Ensure that performance reviews are completed and are conducted in a timely fashion.Ensure that all employees maintain schedule adherence, including arrival, breaks and lunch schedules.Conduct communication meetings with employees on a regular basis to ensure that training needs and changes in policies, procedures and standards are disseminated in a clear and concise manner and are understood by each employee.Ensure that all customer inquiries are responded to as set forth by department and project guidelines.Answering questions from representatives on a wide range of topics from procedures to company policies.Handle escalated customer calls as needed.Process required forms for payroll and personnel .Write letters of correspondence to customers in response to questions or concerns.Supervisory Responsibilities:Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; recommend salary action, probation, retraining' addressing complaints and resolving problems; and approval of absences and/or overtime.Develop a plan for improvement and career development. Participate in available classes, training, and seminars to continuously upgrade and/or enhance supervisory skills.Knowledge:Knowledge of company policies, guidelines, and procedures.Knowledge of and experience in establishing operating procedures & measurements.Knowledge of principles and practices of supervision.Skills:Excellent oral and written presentation skills.Must have exceptional customer service and negotiating skills.Must have excellent communication, listening, and comprehension skills to assist customers.Must have good analytical/problem solving skills.Excellent teambuilding and interpersonal skills.Abilities:Ability to work with cross-functional teams.Ability to speak effectively before groups of customers or employees of the organization.Ability to prioritize.Ability to be very organized and detail oriented.Ability to read, analyze, and interpret general business periodica