Contact Center Manager

CONTACT CENTER MANAGER

Reports to Director of Franchise Support

This role is critical in executing our Franchise contact center strategic plan, ensuring Client and Coworker experience expectations are exceeded, and fostering a highly engaged culture. The Contact Center Manager is primarily responsible for the Franchise client services productivity, service level and development of the Call Center. This includes complete responsibility for the Call Center Staff, franchise and client interaction, training, coaching and mentoring. This is a Full Time on-site salary/exempt role out of headquarters admin location.

Essential Duties and Responsibilities:

Leadership and Management:

• Lead, mentor, and manage a team of customer service representatives, fostering a collaborative and high-performance work environment.
• Serve as the liaison between the call center and franchise locations management.
• Oversee and manage the daily operations of the contact center team, ensuring alignment with company goals and objectives across franchise locations.
• Develop and execute strategic plans for contact center enhancements and improvements.
• Develop plans, set milestones, and track progress to ensure successful execution of all franchise locations.
• Oversees staff activities and team bonding, provides exemplary leadership, and directs workflow solutions for franchise locations as priorities change.
• Implement franchise standard processes and continuous improvement initiatives to enhance contact center performance and Client satisfaction.
• Work closely with franchise business teams, to understand their needs and ensure solutions meet business needs and requirements.
• Communicate effectively with franchise management, providing regular updates on project status, performance metrics, and critical issues.
• Foster a culture of open communication and collaboration within the team and across the organization.
• Responds to escalated Client requests, by telephone and email, provide customers with information about services or obtain details to resolve issues or concerns.
• Manage 5+ Client Service Representatives to handle any and all Client related inquiries, to maximize proposal rate opportunities and support continued company expansion.
• Providing proposals to new and existing clients on lawn and pest control services.
• Measuring lawns via CRM software to provide accurate measurements on lawn & pest control services for proposals.

Required Qualifications:

• Minimum of 5-7 years of experience in contact center management.
• Bachelor's degree in Business Management or related field required.
• Excellent leadership, communication and interpersonal skills.
• Ability to think strategically and drive innovation.
• Able to handle stressful situations and make decisions quickly.
• Strong problem solving and analytical abilities.
• Knowledge of data analytics and reporting tools to measure and optimize contact center performance.