Company Overview:

ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT

Check out more about life at ADT here.

Position Summary

The Performance Operations Team Manager role is responsible for providing data driven insights and support to department leaders that will ultimately result in driving frontline performance improvement. This role will report to the Director of Collections.

Position Responsibilities:

• Utilize Tableau, Salesforce, Sharepoint, COPAnet, MMB, Nice, and other resources to review KPI/Phone State outlier reporting and provide coaching opportunities in the form of compliance flags in COPAnet's MPR/Game Plan Workbook.
• Utilize above analytics tools to uncover development opportunities and provide leaders with insights that can be utilized in Game Plans and other coaching tools/discussions.
• Maintain open communication with key stakeholders and be able to regularly demonstrate work completed.
• Custom report creation as requested by the Unit Manager of their supported pods, or the Ops Shift Manager, to include:
  • COPAnet analytics, phone state analytics, or other Excel-based reporting as needed.
• Takes lead on special projects as directed by the Senior Director or Director.
• Assist in managing compliance by auditing performance and/or corrective status via Tableau/COPAnet and other resources.
• Other duties as assigned.

Education/Certification:

• High school diploma or GED required.
• Four-year degree preferred.

Experience:

• Five (5) years of experience in a call center environment, with majority of time spent in a support role involving forecasting, scheduling reporting, and /or analysis.

Skills:

• Analytical and management skills.
• Aspect e-workforce management experience or similar software required.
• Database Management Software knowledge required.
• Advanced computer knowledge in Excel, Access, Word, and PowerPoint required; Avaya CMS Supervisor preferred.
• Strong written and verbal communication skills.
• Knowledge and understanding of ADT's business, ACD reporting, MAS reporting capabilities, and alarm handling.

Location: Applicants must reside near Jacksonville, FL or Wichita, KS.

Pay and Benefits Disclosure

The salary range for this role is $52,827- $105,655 and is based on experience and qualifications. Certain roles are eligible for annual bonus and may include equity. These are allocated based on company and individual performance. We offer employees access to healthcare benefits, a 401(k) plan with company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off, among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

Anticipated application close date is on: 04/08/2024

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.