As one of the nation’s largest providers of managed mobile field services, CCi is embarking on its third decade of providing award winning mobile field service to our clients end users. Partnered with Dish, SAMSUNG, and an expanding list of national in-home warranty companies, CCi is the fastest growing provider in the nation. As we emerge from the pandemic, ours is an industry that will continue to offer exceptional opportunities and growth.
The Operations Support Director opening is an essential role based in CCi corporate headquarters in Raleigh, NC.
Contribute to the company’s primary objectives by directing the Operations Support Team‘s coordination with on and off-site teams responsible for processing hundreds of daily system, center and field activities:
- Monitor and enforce 1099 field and system activity
- Ensure work order synchronization with client systems and real time technician status updates
- Drive inbound and outbound customer contact for work order updates, scheduling, escalations and damage claims
- Identify, impliment and enforce processes to cull outliers and exceptions
- Oversee work order review and third party claim out
- Improve self-reporting and KPI management
- Execute data research and administrative add ons
Performance is measured by internal and external KPI’s focused on limiting work order age and milestone time-outs:
- # Days outbound to connect new customers with Triage/scheduling team and closure rate
- Daily percentage of scheduled work orders with expired status
- # Days behind work order completion to claim-out
- # Days damage claims open
Candidates have 2+ years operational support/contact center experience in the following:
- Operations Support Management figure in ongoing field service contract
- Improved company level KPI’s
- Acted as hiring and firing manager for Operations Support Admins and Team members
- Oversee company level contact center operations for customer care and field support
- Operations Support process creation, coordination, roll-out and measurement
Ideal candidate style:
- In the contact center you’re “a builder“
- You’re obsessed with process creation, evolution and improvement
- Ongoing diverisification of team skillsets is the natural order of things
- Overcoming challenges is teaching and you have the smartest team
- KPI’s and outcomes are tools for managing performance but people manage people and you’re great at both
- Accountability stems from ownership which is why you sometimes log in for just a minute late at night to make sure no one “left the oven on”
Reporting structure:
- Report to the Director of Operations and CEO in Raleigh, NC
- Work alongside and coordinate with corporate teams: Operations, Triage, Recruiting, Contractor Payments and Inventory Control, Finance
- Oversee Operations Support
- Interact with customers and major clients
Pay:
- Competitive base commensurate with candidate
- 401k immediate vested – 2 opt ins per year
- Excellent Healthcare Plan – 80% company paid
- Supplemental Insurance
- Dental/Vision
- Paid time off
- Paid holidays
Self reporting:
We are group of employees that manage a large group of fast moving contractors. We do this through data tracking, analysis and digital interactions.
- Excel, spreadsheets, independent data analysis, research, regular reporting – daily, weekly, monthly
Basic Requirements:
- Clean Criminal History
- Clean Driving Record
- Agree to Drug Screen
- No Open Court Cases