Senior Call Center Operations Manager

4 weeks ago

Holmdel, New Jersey, United States Happinest Full time
Job Title: Senior Call Center Operations ManagerJob Summary

Happinest Brands is seeking a highly experienced Senior Call Center Operations Manager to lead our call center operations team. As a key member of our leadership team, you will be responsible for developing and implementing strategies to optimize call center efficiency, productivity, and quality of service.

Key Responsibilities
  • Lead and manage a team of call center Team Leaders and agents to achieve operational goals.
  • Develop and implement strategies to improve call center efficiency, productivity, and quality of service.
  • Configure and customize call center software and technology platforms to optimize efficiency and performance.
  • Develop agent onboarding training to lay the foundation for long-term success.
  • Monitor call center performance metrics and KPIs to actively monitor the team's progress towards goals and make necessary adjustments to ensure business objectives are achieved.
  • Collaborate with other departments to resolve complex customer issues and improve overall customer experience.
  • Drive continuous improvement initiatives in areas such as speed to lead, time of day staffing analysis, time to call back, and sales training to enhance operational effectiveness and cost efficiency.
  • Prepare and present reports on call center performance and operational trends to senior management.
  • Manage call center expenses in alignment with the budget, making necessary adjustments in response to revenue fluctuations.
Requirements
  • Bachelor's degree in Business Administration, Management, or a related field.
  • Proven experience (5+ years) in implementing and managing call center technologies and systems.
  • Knowledge of best practices and trends in call center operations for home service industry sales.
  • Strong leadership and decision-making skills (5+ years) with the ability to inspire and motivate a team.
  • Analytical mindset with the ability to interpret data and trends to drive operational improvements.
  • Exceptional communication and interpersonal skills.
  • Proven project management skills (2 years minimum).
  • Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
  • Strong knowledge of customer journeys and lead nurturing best practices to increase prospect contact rates and sales conversion.
  • Familiarity with call center AI voice analytics to analyze customer interactions, keywords, and phrases to provide actionable insights to improve call center performance.
What We Offer
  • Excellent medical, dental, and vision benefits.
  • 401(k) saving plan with employer match contributions.
  • Flexible spending account.
  • Optional life insurance plan.
  • Hybrid work environment.
About Happinest Brands

Happinest Brands is a home services franchisor with a 56-year history in franchising. Our core brands include Lawn Doctor, Mosquito Hunters, ecomaids, Elite Window Cleaning, and Sparkle Squad. Our brands have been recognized on the Entrepreneur Annual Franchise 500 list and continue to be recognized as game changers in their industries. With over 800 franchise locations across all brands in the United States and Canada, we intend to expand our reach until we deliver home services of just about every type.

We embody a culture-first approach to employment, facilitating an enjoyable work environment for our exceptional team members and upholding our core values of authenticity, drive, trustworthiness, support, and innovation. We empower our team to explore innovative solutions and think creatively, fostering a dynamic workplace that encourages collaboration and inclusivity.

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