ADT Security Services, Inc. Team Manager, Account Management in Wichita, Kansas
Team Manager, Account Management(Job Number: 2016195)
At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter (https://twitter.com/ADT) , LinkedIn (https://www.linkedin.com/company/adt) , Facebook (https://www.facebook.com/ADT) and Instagram (https://www.instagram.com/adtsecurity/?hl=en) .
The Loyalty Team Manager will need to facilitate, coach, and provide leadership and resources for a team of approximately 20 high performing team members whose main responsibilities are to retain customers while utilizing and enforcing the approved ADT offers and initiatives surrounding and/or related to the current Six Sigma Reward Program. The Loyalty Team Manager will need to report and analyze information catalogued in a database and work closely with Marketing to identify what loyalty efforts have been effective and implement improvements and proactive methods of retaining accounts prior to customers requesting disconnections.
Provide opportunities to a team of high potential representatives, enabling them to develop new skills and increase their business knowledge by clarifying expectations, offering instruction and advice and providing support and feedback.
Assist in developing and maintaining an effective variable compensation program to incent the team members to retain profitable accounts while following ADT policies and procedures.
Consistently seek and disseminate information regarding the current responsibilities and procedures of the team and external conditions affecting the work.
Communicate relevant information about decisions, plans and activities, giving direction and enabling the unit to effectively and knowledgeably carry out their responsibilities.
Monitor the progress and quality of the work and the effectiveness of the unit.
Work in close conjunction with other areas of the company including the SSOs, MIS, OST and Collections to maximize loyalty efforts.
Work side-by-side with the Quality and Training Manager to assist in identifying training/quality issues and report data monthly.
Manage proper call control techniques to promote profitability and control costs without adversely impacting customer satisfaction.
Facilitate the constructive resolution of conflict, encourage cooperation, diversity and teamwork to build a successful, cohesive unit within the ADT organization.
Identify operational/systematic situations or potential issues and implement solutions to resolve issues in a timely manner.
Other duties as assigned, including but not limited to, account research and follow-up, special projects, etc.
Education/Work Experience Required:
Two year degree in business, liberal arts or other related program is required. Four year degree is preferred. If four degree has not been obtained, must have additional 2 years of business experience equivalency per year of college education. Business experience must include Job history of increased responsibility, autonomy and independent judgment.
Two (2) years experience in a customer service related position
Two (2) years experience in a supervisory capacity, preferably in a service environment managing non-exempt level employees
Managerial and excellent communication and interpersonal skills required
Must be PC proficient
Must have understanding of call center dynamics and key measurements
Some knowledge of telephony capabilities CMS, CenterView
Strong project management skills (Certified in lean or Six Sigma Black Belt is preferred)
Ability to work with functional leaders to implement people, process and/or technology solutions.
Strong knowledge of Microsoft Visio and Microsoft Project
Strong Analytical Capabilities (use of statistical tools, JMP, MiniTab, SAS)
Deep understanding of data modeling to identify most valuable; grow able and low profitability customers.
Ethics & values
Drive for results
Teamwork and Relationship building
Comfortable presenting to executive leadership
Strong analytical skills
Strong project management skills
ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.
Req ID: 2016195