National Call Center Manager

1 week ago

Plainfield, United States Pet Butler, LLC Full time
Job DescriptionJob DescriptionPet Butler LLC, a Spring-Green Enterprise company, is seeking a full-time National Call Center Manager located in our Plainfield, IL Office. This position will have a hybrid work schedule.  We offer competitive benefits including medical, dental, vision, life, and disability insurance, 401(k) participation, and paid holidays and vacation.  

We encourage personal and professional growth, join our culture with core values of Customer Focus, Pursuing Common Goals, Family, Integrity, Innovation, and Perseverance.

Under the guidance of the Sr. Director of Operations, the National Call Center Manager will lead the National Call Center staff and implement initiatives to build business for Pet Butler Franchisees. Focus on annual roadmap, staffing, training, procedures, customer service excellence, attention to calls, emails, leads, all Call Center Activities in ARF, quality assurance, performance metrics, as well as other daily activities.

Essential Duties and Responsibilities
  • Works with, manages and guides Assistant Manager, Team Lead, and Sr. Customer Service Professionals to manage call center, improve performance and ensure timely completion of tasks.
  • Supports Call Center planning & strategic direction.
  • Lead team meetings, with Asst Manager, to continuously improve performance and communication.
  • Manages and Updates all Call Center assets such as scripts, email templates and other communications and tools used in the Call Center.
  • Expert in the Call Center Phone System.
  • Develop strategies to assist the call center and employees in providing high levels of customer service.
  • Escalates and guides urgent or important matters through to completion, alongside Asst. Manager and appropriate team members.
  • Assist with development of incentive programs within budget and monitor achievement of these programs in order to generate urgency and meet business needs.
  • Test and provide feedback on software updates and system enhancements.
  • Plan staffing needs based on call volume. Interview, hire and train Call Center staff. Manage staff of 8-50 call center representatives in accordance with seasonal needs.
  • Work with Sr. Director of Operations to develop sales techniques to help drive sales for existing and new services. Document, train and deploy these techniques with Call Center staff members.
  • Works with the Sr. Director of Operations on budgeting, call center metrics and performance, billing and sales relative to the National Call Center.
  • Monitors systems and staff performance; recommends improvements in processes, tools and relevant programs that will help the organization focus on achieving its current and future goals.
Supervisory Responsibilities
Supervises and monitors Asst. Manager and Sr. Call Center Professionals and a fluctuating seasonal staff of 8-50 Call Center employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, coaching, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications
Education and/or Experience
  • High school diploma or general education degree (GED) required; some college course work in Business, Sales, Marketing, Communications or related subject matter preferred. 
  • Minimum three or more years of sales and customer service/call center experience. 
  • Minimum of three years of successful supervisory or managerial experience. 
  • Proven ability to coach, motivate and lead a successful Call Center staff. 
  • Knowledge of Call Center Metrix and KPI's, as well as phone system call center applications. 
Equal Opportunity Employer

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