Call Center Operations Manager
7 days ago
Any Hour Group
Company OverviewFounded in 2021, Any Hour Group has rapidly expanded to become a leading provider of home services across 30 locations in 10 states. We are committed to delivering exceptional service and fostering a positive work environment.
SalaryWe offer an estimated annual salary of $120,000 for this role, based on industry standards and location.
Job DescriptionThe Director of Call Center Operations will oversee the daily operations of our call center in Orem. This role requires a hands-on leader who is strategic, capable of leading and coaching teams to achieve success.
Key Responsibilities:- Lead, mentor, and manage a team of customer care representatives and managers to ensure high-quality service delivery.
- Oversee all aspects of call center operations, including scheduling, performance metrics, and customer service processes.
- Manage key performance indicators (KPIs) such as talk time, booking rate, time to answer, add-on services offered, and calls per hour.
- Integrate partners into our call center operations as we merge with and acquire other companies.
- 3-5+ years of management experience in call center management and operations, preferably in home services or similar fields.
- Deep knowledge of how to successfully scale a call center.
- Health benefits including medical, dental, vision, life insurance, & long and short-term disability insurance
- 401(k) retirement with company match
- On-site full gym & basketball/pickle-ball court
- Weekly pay with incentives and bonuses
- Company events & parties for individuals & families
- Holiday pay, vacation pay, & paid time off
A pre-employment background check & drug test are required. Interested candidates are invited to submit their resume and/or a cover letter detailing their relevant experience.
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