Manager, Lead Development Team (Video)
Posted on: 5 Nov 2021
Chicago, IL
Job Description
Job Description
The team:
Will initially lead a team of 5-10 in a call center environment
This team will support our fixed video solutions portfolio
Responsibilities include:
Works on/with project teams in the analysis of quality efficiencies and continuous improvement
Create and build upon existing SOPs for team
Analyzes, develops, tests, trouble-shooting, implements, maintains, upgrades, and enhances basic elements of existing or new systems based on business requirements and needs
Assists with projects and processes to analyze and develop successful operational strategies
Analyze and monitor data & trends and other operating metrics to proactively drive operational efficiency and performance
Proactively Mentors and provides guidance to personnel.
Performs root cause analysis to identify issues. Provides recommendations on problems.
Makes recommendations to the immediate team to enhance performance and improve productivity.
Establish and maintain daily staffing schedules to ensure optimum operating performance.
Manage and resolve a wide variety of escalated issues. Applies the appropriate urgency and closes the loop with the stakeholders, as appropriate
Identify areas of opportunity for process improvement and efficiency gains
Utilize reinforcing and corrective coaching skills to foster teamwork, open communication and collaboration
Demonstrates thought leadership by bringing new and innovative ideas forward that will continue to transform the organization through differentiation and delivering value to our key stakeholders
Participates in territory/regional meetings and conference calls, as appropriate
Additional Skills and Qualifications
Experience using Salesforce for report generation and KPI management
Call Candance and other call management tools: Chorus, Outreach and/or Playbooks
Exposure to Google Suite or similar internal communication tools
5+ years of experience managing teams preferably in a call center environment
Basic Requirements
Bachelors Degree and 3+ years of experience in a sales call center or 5+ years experience in a sales call center
Vaccine Requirement
Motorola Solutions is a U.S. Federal contractor and must comply with the recent U.S. Government Executive Order requiring that Federal contractors ensure that their U.S. employees are fully vaccinated against COVID-19 by January 4, 2022. Accordingly, Motorola Solutions requires all US employees, even those working from home, to be fully vaccinated unless entitled to a reasonable accommodation based on a qualified medical condition or religious belief.
If you are unable to be fully vaccinated due to a qualified medical condition or religious belief, you will be required to apply for a reasonable accommodation prior to moving forward with the recruitment process. As a part of this process you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, an offer for employment will not be made.
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
No
Our U.S. Benefits include:
Incentive Bonus Plans
Medical, Dental, Vision benefits effective Day 1
401K with Company Match and Day 1 vesting
9 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave
and more!
Motorola Solutions, Inc.
Chicago, IL
Since 1928, Motorola has been committed to innovation in communications and electronics. Our company has achieved many milestones in its 85-plus year history. We pioneered mobile communications in the 1930s with car radios and public safety networks. We made the equipment that carried the first words from the moon in 1969. In 1983 we led the communications revolution with the first commercial handheld cellular phone and system. Today, as a global industry leader, excellence in innovation continues to shape our future.
Motorola Solutions connects people through technology. Public safety and commercial customers around the world turn to Motorola Solutions innovations when they want highly connected teams that have the information they need throughout their workdays and in the moments that matter most to them.
Our customers rely on us for the expertise, services and solutions we provide, trusting our years of invention and innovation experience. By partnering with customers and observing how our products can help in their specific industries, we are able to enhance our customers’ experience every day.
Motorola Solutions serves more than 100,000 public safety and commercial customers in more than 100 countries. Our wide-ranging product portfolio has the tools you need to get the job done in any business. As an industry leader, we design and develop devices including radios and the infrastructure that supports them.
Our mission-critical design philosophy led to our new High Velocity Human Factors investigation, an area of cognitive research that helps us develop products for first responders by working with them in crisis situations to study their communication needs. We take what we learn in the field and bring it back to the lab to create products that will function under extreme conditions and networks that will reliably support those products.
Working with our global channel partner community, Motorola Solutions reaches an extensive customer base, from small businesses to Fortune 500 companies. Our focus is on developing integrated end-to-end solutions that deliver a clear return on investment, and our products empower individuals through seamless connectivity.
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IndustryTelecommunications
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No. of Employees17,000
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Website
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Jobs Posted560
