Allied Universal Veterans

Director, Customer Experience and Service Assurance CenterRichardson, TX

Allied Universal®, North America’s leading security and facility services company, provides rewarding careers that give you a sense of purpose. While working in a dynamic, diverse and inclusive workplace, you will be part of a team that fuels a culture that will reflect in our communities and customers we serve. We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time positions!

Allied Universal® is hiring a Director of Customer Experience and Service Assurance Center (SAC). The Director of Customer Experience and SAC will lead strategic and onsite operations for the SAC, an internal call center environment, overseeing a team of 3 managers and 57 Client Service Representatives, working in the 24/7/365 operation. Additionally, the Director will conduct sophisticated onsite technology tours and demonstrations for prospective and current clients at Allied Universal’s world class technology center based in Richardson, TX.

Operational Oversight and Caring Leadership:

  • Identify, hire, train and coach the onsite management team overseeing daily operations, which includes monitoring staffing levels, metrics achievements, team building, work safety and positive service deliverables

  • Develop Key Performance Indicators (KPIs) to monitor staff performance and field compliance, enhancing workforce management

  • Mentor staff with the goal of internal transfer and promotion within the Customer Experience Center (CEC) facility

  • Report weekly on call center traffic, electronic time keeping (ETK) compliance, and ON Demand service levels

  • Develop organizational resiliency for the SAC, maintaining effective relations as a communications hub, and ensuring the functionality and reliability of hardware, software, and phone systems, while staying updated on new technologies that demonstrate ROI

  • Oversee the SAC process(s) as needed during serious weather events or civil disorder coordinating with national/local management

Client Experience:

  • Manage and facilitate customer tailored tours and demos for clients at the Customer Experience Center (CEC) in order to provide a personalized and meaningful experience

  • Find strategic ways to integrate all 8 business units and services, located at the Customer Experience Center (CEC), to provide relevant information to a client’s business

Business Partnership:

  • Assist Marketing, Sales, and Chief Client Officer in business development opportunities, client retention support, facility tours, and electronic time keeping (ETK) implementations for acquisitions

  • Partner with Training, IT, Shared Services, and Legal teams to develop and execute field support initiatives, policies, and procedures

  • Oversee the off-hours IT Help Desk support program

  • Coordinate and support sub-contractor temp work through the Enhanced Security Services group

QUALIFICATIONS (MUST HAVE):

  • Must possess one of the following:

  • Bachelor’s degree in Business, Criminal Justice, Communications or related field of study with a minimum of five (5) years of experience in managing large teams and driving performance improvement initiatives

  • Associate’s degree Business, Criminal Justice, Communications or related field of study with a minimum of seven (7) years of experience in managing large teams and driving performance improvement initiatives

  • Minimum of two (2) years at the senior management level in a fast-paced service organization or call center environment

  • Demonstrated ability to take initiative, successfully handle and prioritize multiple competing assignments and effectively manage deadlines

  • Strong technical skills (hardware, software, applications and network operations), with the ability to deliver in person presentations relating to sophisticated security technology products

  • Able to demonstrate reliable independent judgment and discretion

  • Outstanding oral and written communication skills

  • Proficient computer skills, to include Microsoft Office applications

PREFERRED QUALIFICATIONS (NICE TO HAVE):

  • Prior experience in the security or other service related industry

  • Prior experience managing a call center

  • Working knowledge and/or experience in WinTeam or electronic time keeping management

BENEFITS:

  • Medical, dental, vision, basic life, AD&D, and disability insurance

  • Enrollment in our company’s 401(k)plan, subject to eligibility requirements

  • Eight paid holidays annually, five sick days, and four personal days

  • Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

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Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices .

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices .

Job ID: 2024-1230525

Location: United States-Texas-Richardson

Job Category: Management