Summary: Planning, directing and overseeing the ALLDATA Customer Operations area in BTSSC to encourage optimum performance results. Key Responsibilities: 30% Coach, mentor and develop staff, including onboarding process for new hires and career path development 20% Develop processes for performance management aligned with ALLDATA/AZ Culture that encourage the employee to succeed 10% Communicate regularly with other areas and upper management team members to increase the effectiveness 20% Plan and allocate resources effectively to meet the departmental KPI’s 20% Review performance data and establish feedback systems. Prepare and maintain reports for upper management. Education and/or Experience: · Level of formal education: A Bachelor's degree (BA, BS) or equivalent. · Area of study: IT / Management / Business · Years of experience: 5-7 years · Type of experience: Customer service, High volume call center, management, leadership