Customer Service Operations Manager

7 days ago


Plainfield, Illinois, United States Pet Butler Full time

About Pet Butler

Pet Butler LLC, a leading provider of pet care services, is seeking a highly skilled National Call Center Director to lead our customer service operations. This is a full-time position located in our office, with a hybrid work schedule that offers a great balance of work and personal life.

We offer a comprehensive benefits package, including medical, dental, vision, life, and disability insurance, 401(k) participation, and paid holidays and vacation. Our company culture is built on core values of Customer Focus, Pursuing Common Goals, Family, Integrity, Innovation, and Perseverance.

The National Call Center Director will report to the Sr. Director of Operations and will be responsible for leading a team of customer service professionals to deliver exceptional service to our clients. The ideal candidate will have a proven track record of success in call center management, with a strong focus on customer service, sales, and team leadership.

Key Responsibilities

  • Lead the National Call Center Team: Manage and guide a team of customer service professionals to deliver exceptional service to our clients.
  • Develop and Implement Call Center Strategies: Work with the Sr. Director of Operations to develop and implement call center strategies that drive sales and customer satisfaction.
  • Monitor and Analyze Call Center Performance: Monitor and analyze call center performance metrics to identify areas for improvement and implement changes to drive results.
  • Train and Develop Team Members: Provide training and development opportunities to team members to ensure they have the skills and knowledge needed to deliver exceptional service.
  • Manage Call Center Operations: Manage call center operations, including staffing, scheduling, and workflow.
  • Collaborate with Cross-Functional Teams: Collaborate with cross-functional teams, including sales, marketing, and operations, to ensure alignment and drive results.

Qualifications

  • High School Diploma or Equivalent: Required
  • Minimum 3 Years of Call Center Management Experience: Required
  • Proven Track Record of Success in Call Center Management: Required
  • Strong Leadership and Communication Skills: Required
  • Knowledge of Call Center Metrics and KPIs: Required

Equal Opportunity Employer



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