Contact Center General Manager

2 weeks ago

Charlottesville, United States Premium Service Brand Full time $90,000 - $100,000
Job DescriptionJob DescriptionBenefits:
  • 401(k)
  • 401(k) matching
  • Bonus based on performance
  • Dental insurance
  • Health insurance
  • Opportunity for advancement
  • Paid time off
  • Parental leave
  • Training & development
  • Vision insurance


Company Information:
Insight Business Solutions Contact Center is a department of Premium Service Brands. Insight offers business solutions and customer support to Premium Service Brands Franchisees. Premium Service Brands/Insight Business Solutions lives by its company values and proudly gives back to the community. We are excited to find the right person for this rewarding and dynamic opportunity

Job Overview:
We are seeking an accomplished and experienced Contact Center General Manager to lead and oversee the entire operation of our high-volume Customer Care Center (CCC). The ideal candidate will have a proven track record of successfully managing a contact center with 50+ employees, ensuring exceptional customer service, optimizing operational efficiency, and driving strategic initiatives to elevate overall performance. Remote position with some travel required.

Benefits
  • Paid holidays and time off.
  • Professional development budget
  • Health, dental, and vision insurance.
  • 401K (including matching).

Key Responsibilities
Leadership & Management:
  • Lead, mentor, and develop a large team of contact center managers, supervisors, and agents to achieve and exceed performance goals.
  • Direct the strategic planning and execution of contact center operations to meet organizational objectives.
  • Foster a positive and collaborative work environment that promotes high levels of employee engagement, retention, and professional growth.
  • Implement best practices for workforce management, training, quality assurance, and employee development, with a focus on continuous improvement.
  • Prepare and present regular reports to senior management on the CCCs performance, challenges, and achievements, providing actionable insights and recommendations.
Operational Efficiency:
  • Oversee the daily operations of the CCC, ensuring that all KPIs, including response times, customer satisfaction, and resolution rates, are consistently met or exceeded.
  • Analyze operational data and reports to identify trends, areas for improvement, and opportunities for innovation.
  • Develop and implement strategies to optimize operational efficiency, streamline processes, manage budget and reduce costs without compromising service quality.
  • Ensure compliance with all relevant regulations, company policies, and procedures, maintaining the highest standards of operational integrity.
Customer Experience:
  • Ensure that all customer interactions are handled in a timely, professional, and courteous manner, with a strong focus on enhancing the customer experience.
  • Collaborate with other departments to address and resolve complex customer issues, ensuring a seamless and positive customer journey.
  • Drive continuous improvement initiatives to elevate the overall customer experience, leveraging feedback and industry best practices.

Qualifications
  • Bachelors degree in Business Administration, Management, or a related field preferred.
  • Minimum of 7-10 years of experience in a contact center environment, with at least 3-5 years in a senior leadership role managing large teams (50+ employees).
  • Demonstrated success in leading and scaling contact center operations, driving significant improvements in customer service and operational efficiency.
  • Strong analytical skills with the ability to interpret complex data, make informed decisions, and implement effective solutions.
  • Exceptional communication, leadership, and interpersonal skills, with the ability to inspire and lead large, diverse teams.
  • Proficiency in contact center software, CRM systems, and workforce management tools.
  • Experience with budget management, financial planning, and strategic resource allocation.

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisors and other management as required. The business reserves the right to revise or change duties as the need arises.

This is a remote position.

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