Senior Director Employee Success

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Senior Director, Employee Success
Duties: Lead a team initially consisting of Recruiting/Onboarding, Training, Sales, Performance Management, and Employee Relations. Work to create tools and experiences that will enable our employees to be successful, engaged, and happy. Responsible for the success of the following programs: All Employee Learning initiatives to include New Associate Training, Continuing Education Training, and Management Training. Onboarding across multiple sites to include pre-employment testing, communication, and branding as well as managing regrettable and non-regrettable attrition during probation period. Sales performance by ensuring sales goals are met through agent training, coaching, and enablement. Also through building a team of “closers” who know how to lock in the clients. Performance Management for the employees of the contact center. Includes building scorecards and tracking performance for each group of associates, while analyzing performance metrics and delivering results to stakeholders. Building and maintaining a strong culture by hosting engagement events, creating mentorship opportunities, conducting employee feedback groups, happiness surveys, and focus groups. Influencing and motivating the organization by teaching and constantly reinforcing that our biggest asset is people. Creating a first-class culture that will make the Case Control Center the preferred employer/contact center. Responsible for building career paths and career training for all of associates.

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