Director Support Solutions Operations

Socket.dev; Orlando (FL); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Socket.dev in Orlando, FL seeks an experienced Call Center Leader to run day-to-day operations across remote and on-site channels, driving sales performance and a people‑oriented culture.

You will direct budgeting, staff development, performance reviews, and enterprise-wide initiatives to improve customer service and organizational effectiveness.

Qualifications

• College degree or equivalent experience required; advanced degrees preferred.
• Minimum 10+ years in call centers with 5–7+ years in senior management.
• Experience recruiting and training for telephone and remote computer support.
• Experience launching new call center projects.
• Experience managing supervisors in telephone, chat, and remote support.

Responsibilities

• Run daily call center performance with emphasis on customer service.
• Communicate expectations and drive sales metrics across leadership.
• Motivate team to master sales behaviors and product knowledge.
• Analyze sales data to forecast challenges and plan actions.
• Collaborate with partners on improvement initiatives.
• Conduct periodic employee reviews and meet annual goals.
• Develop and implement a Call Center growth strategy.
• Manage departmental budget and justify variances.
• Define roles and performance requirements for management team.
• Promote retention of resources and build capability for initiatives.
• Plan strategic and tactical Call Center direction for client interactions.
• Perform cost-benefit analyses and identify savings.
• Lead enterprise-wide performance initiatives in all call centers.
• Adhere to internal standards and policies.

Skills

Call center leadership

Performance management

Budget management

Data analysis

Team motivation

Sales coaching

Cross-functional collaboration

Vendor/partner relations

Communication skills

Remote work experience

Education

College degree or equivalent experience

Tools

ACD system

Workforce management tools

Quality management tools

MS Office

Job description

The position will be responsible for running day to day call center operations in a work at home and brick and mortar setting that focuses on sales leadership, fostering a collaborative and people oriented culture, implementing key drivers for success and proven ability in stabilizing organization effectiveness.

ESSENTIAL JOB SKILLS/DUTIES:

• Managing daily Call Center performance ensuring high levels of Customer Service

• Facilitating the achievement of sales metrics by communicating expectations, influencing and holding all leaders accountable for the sales performance and behaviors of the entire team

• Motivating all members of the team to embrace and master sales behaviors, sales resources, and comprehensive Connected Home product knowledge

• Evaluating and translating the implications of sales data and trends, identifying root cause, forecasting upcoming challenges, and developing action plans for the entire team to cultivate sales performance

• Collaborating with business partners to proactively develop improvement initiatives

• Conduct periodic employee reviews with call center management and employees and meet 100% annual reviews as directed by Senior Leadership and Human Resources

• Creating, recommending and implementing a Call Center growth strategy

• Developing and managing the annual departmental budget, including identification of and clear justification of key variances to the senior Call Center leadership team

• Assist Senior Stakeholders in establishing clear roles, direction, responsibilities, and performance requirements for the Call Center Management team

• Promote retention of valuable resources and develop capabilities to advance key business initiatives

• Assist the Senior Stakeholder in providing strategic and tactical planning for the Call Center to ensure quality interactions with clients, subscribers, associate satisfaction, and operational effectiveness

• Perform cost-benefit analysis and identify cost efficiencies and savings opportunities

• Lead Enterprise-wide initiatives to advance performance in all call centers

• Adheres to internal standards, policies and procedures

• Performs other duties as assigned

SKILLS:

Technical skills:

• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools.

• Proficiency using MS office

• Experience recruiting and training personnel for the specific requirements of telephone and remote in computer support

• Experience managing teams of supervisors in telephone, chat, and remote in computer support

Soft/Leadership skills:

• Demonstrated excellence in communication (written and verbal) with internal and external customers

• Must be experienced and comfortable, and able to demonstrate success working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity

• Results-driven, action-oriented, and self-motivated, balanced with strong interpersonal skills

• Exudes the ability to inspire, motivate and influence others to achieve

EDUCATION AND EXPERIENCE:

Required Education and Experience

• College degree or equivalent experience required-advanced degree(s) or certification (s) preferred

• Minimum of 10+ years managing within call centers required, with at least 5-7 years of management experience above and beyond first line supervisory experience

• Experience recruiting and training personnel for the specific requirements of telephone and remote in computer support

• Experience in launching new call center or new project

• Experience managing teams of supervisors in telephone, chat, and remote in computer support

• Preferred Education and Experience > 11 Years

LICENSES / CERTIFICATIONS:

Required Licenses/Certifications

• Property and Casualty License required

SUPERVISORY RESPONSIBILITIES:

• Varies based on operational ratios

TRAVEL REQUIREMENTS:

• Travels: Yes

• Percent of time: 10%

• Overnight required: Yes

PHYSICAL DEMANDS:

If one-third of the time – “seldom” or “occasionally” If one-third to two-thirds of the time or more occasionally to frequently” If more than two-thirds of the time – “constantly”]

• Stationary Position -Frequently

• Pushing/Pulling/Reaching - Seldom

• Climb - Seldom

• Kneel - Seldom

• Grab - Seldom

• Bend - Seldom

• Lift/carry over - Less than 5 LBS

• Vision - 20/20 Corrected Vision

• Hearing - N/A

WORKING CONDITIONS:

• Wet or Humid - N/A

• Working near or on moving mechanical parts - N/A

• Working near or on heavy machinery - N/A

• Working in high places - N/A

• Exposed to fumes or airborne particles - Seldom

• Exposed to toxic or caustic chemicals - N/A

• Frequency of working in outdoor weather conditions - N/A

• Work with Electricity - N/A

• Work with explosives - N/A

• Work on or near a source of radiation - N/A

• Loud noise conditions (above 87dB)- N/A

• Other Environmental Factors including weather conditions______________________

NOTE

THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.

ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS.

THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING.