Date Posted:
2019-12-17-08:00
Country:
United States of America
Location:
OT325: NSP – BLOOMFIELD, CT 212 WEST NEWBERRY RD, BLOOMFIELD, CT, 06002 USA
Otis, a United Technologies company, is the world leader in reliable, efficient and technologically advanced elevators, escalators and people-moving systems. Our revolutionary Gen2® elevators, energy-saving ReGen™ drives and NCE “green” escalator have clearly set the industry standard for innovation, safety and performance. More than 2.4 million Otis elevators and escalators are currently in operation throughout 200 different countries. We are proud to have a global team that continues to rise to the challenges of a fast-moving company. Together, the people of Otis are creating new ideas and opportunities by collaborating across time zones, geographies and cultures. So just imagine where we can take you!
We are seeking a highly motivated Associate Director to provide leadership and strategic direction for Otisline – a fast-paced, high call volume, multilingual, 24/7/365 call center interfacing with customers and local offices throughout North America. Otisline, located at the Otis Service Center in Bloomfield, CT provides front line customer service support handling the capture and dispatch of routine and emergency calls related to customers’ elevator and escalator equipment.
In addition to driving continuous improvement of existing processes and metrics, the ideal candidate will be responsible for leading several initiatives including
- Support of emerging technologies (new service platform, chat, interactive voice recognition, etc.)
- The design, development, and implementation of a new call center infrastructure and metrics
- Expanding the responsibilities of CSR’s to support the business’ new initiatives
Successful candidates must be able to demonstrate a history of leading high performing teams, have the ability to engage and motivate employees, and be process driven. Key metrics for the position include customer survey data, both internal and external, service rate levels, employee engagement scores, and financial performance.
Education:
BS/BA degree in business or related field is required. Master’s degree preferred.
Experience:
At least 10+ years of progressively responsible general management and business experience with a high level of customer interaction. Previous call center experience leadership experience is required. Experience that demonstrates successful leadership skills in a high-performing team environment, strong business acumen to structure complex organizational problems and drive solutions, and, ability to quickly assess business situations and understand technical data is required.
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