Job Summary:
Call centers are integral to customer-service focused operations. If you agree and strive to create and coach on ideal call center structures and processes - this role might be for you! We need someone who embraces the call centers across our business and can strategize the necessary structure and processes necessary for high lead closure rates and drive call center team retention.
Key Responsibilities:
- Coach and guide Heartland Home Service brands on call center practices, analysis, and improvements
- Research and analyze related software and platforms, identifying preferred systems for optimal Heartland Home Service brand success
- Ability to create multiple strategies depending on call center sizes
- Drive CRO via call centers
- Evaluate and establish spiff/incentive best practices and coach on implementation
- Support in developing call center staff growth plans based on performance in concert with our HR partners
- Be aware of current and evolving trends in call center practices within the Home Services Industry and across all industries
- Evaluate and coach on customer communication channels – proper use and follow ups, including but not limited to: chats, after hour processes, form handling, call queues and handling, and additional scheduling options
- Ensure accountability on all tasks related to call center operations and communication channels
- Work closely with Sales Performance Manager/Coach, and Director of Marketing and Sales strategy on lead handling and follow-up as well as overall call center practices as related to sales efforts
- Support customer effort score initiatives and NPS monitoring
- Analysis of call center effect on revenue
- Create and implement standard call center metrics
Knowledge, Skills, Abilities & Experience:
- Minimum five years in a supervisory call center role
- Awareness of call tracking and analytics platforms and their use
- Strategic thinker
- Understanding of incentive/spiff programs
- Experience with implementing metric standards and developing best practices
- Strong desire to learn, grow and inspire in a fast-paced, exciting organization that is experiencing explosive growth via an aggressive acquisition strategy
- Focus on delivering results through simple and impactful planning methods
- Passionate, strategic leader who has successfully influenced a cohesive and collaborative recruitment culture across an organization
- High school diploma required
- College degree in marketing/PR, communications, or business preferred
- Ability to deliver in a fast-paced environment and meet multiple demands and tight deadlines
- Ability to develop a deep understanding of the business and its key drivers and balance detailed analysis with high-level strategic presentation
- Understand and embrace the ambiguity of an organization that is quickly growing both organically and through acquisitions
- Strong desire to learn, grow and inspire in a fast-paced, exciting organization that is experiencing explosive growth via an aggressive acquisition strategy
Job Type: Full-time
Pay: From $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: Remote