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Director - National Dispatch Center

Kansas City, MO, USA | Johnson Controls

  • Industry:
    Mechanical / Industrial Engineering
  • Position Type:
  • Functions:
    General Management
    Administration
  • Experience:
    12-15 years
Job Description:
63 people have viewed this job

The Director of the NDC will be responsible for the oversight of a 24/7 Facility that oversees the scheduling and dispatch of all break/fix technicians for the US Security Domain.This facility also oversees other functions related to the operational support of Field Service Technicians such as material procurement, inbound call support, Strategic Account Support, L&M Billing Review, and inspection scheduling.Additionally, the Retail CRC and Service Dispatch Teams that reside in Kansas City have a dual reporting alignment with the NDC Assoc. Dir and the Global Retail Leadership Team in Boca Raton. This position will report into the VP, Central Operations.


How you will do it:


Meet or exceed enterprise service delivery KPI’s such as SLA Response, Job Line Productivity, Same Day Resolution and Mean Time to Repair.


Meet or exceed monthly enterprise-wide Inspection Completion at 99% or higher each month.


Retain and engage talent in partnership with HR and other stakeholders.


Increase revenue by improving the Customer Experience and Net Promoter Scores (NPS).


Implement policies, standards, performance criteria and metrics to continuously improve productivity, service quality, and client and employee retention.


Effectively partner with support teams and key stakeholders to insure service, quality and other company wide goals are attained including, Business Leads, Customer Care Support Group, Performance Metrics, Product Development, Human Resources and IT.


Ensure morale improvement while managing overtime, attrition, apph, occupancy, SOP, and overall utilization to ensure cost removal of the CMC business.


Partner with the dispatch center to Associate Director to lend operational expertise assist with delivering on metric performance through resource redeployment and allocation.


Responsible for developing strategy required to expand and contract various operating segments within his/her purview.


Qualifications


What we look for:


Degree in Business Administration or closely related field required or equivalent (12 years) experience.MBA or some graduate level courses, or equivalent business experience preferred.  


Experience:Minimum of seven (7) to ten (10) years of previous related management experience.


Demonstrate subject matter expertise in all facets of call center operations (monitoring, dispatch, installation, service, etc.)


Proven track record of successfully leading, motivating and directing a large organization through change and a lean, highly competitive and continuously evolving business.


Role model exemplary relationship building with customers, key internal and external stakeholders.


Demonstrate compelling communication and influencing skills.


Effective at achieving strong results through others.


Ability to analyze complex business scenarios, establish action plans, set clear goals, monitor and communicate progress, and follow through on all initiatives to completion.


Ability to travel (10-25%)


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