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Position Overview:The Manager for our contact center will work closely with the Vice President of Customer Experience & Analytics to ensure smooth and efficient business operations to serve customer and our franchisees. The Director will have a key role in managing and overseeing the contact center operations, managing agent performance, resourcing and training, reporting to franchisees and brand presidents.
Must Have Franchise Experience.
Responsibilities:
Assist the VP in managing the customer contact business unit (PCX) that directly contributes to franchisee top-line growth through appointment setting, sales and customer resolution
Support in building out the contact center team members, both in-office and virtual agents, as they provide support for customers and franchisees
Help in leading and building out the data strategy that drives franchisee focus on leading indicators of performance
Assist in building a deep department expertise in the CRM by establishing a practical and coherent user policy plus provide troubleshooting advice to franchisees and agents through the contact center
Work closely with Brand Presidents, the VP of Learning & Development and the CMO to build out sector-leading processes, practices in customer acquisition and retention
Assist in preparing reports and analyzing contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
Support in creating and managing a P&L for the business unit that achieves annual financial goals
Requirements:
5+ years of Contact Center management or supervisory experience
Franchise business model experience in home services
RingCentral expertise
Experience in data strategy creation and implementation
Deep expertise in establishing policies and guides that optimize CRM applications in a business such as HubSpot and ServiceMinder
Experience managing a business unit P&L
Experience in developing people and leading teams and business units
Experience managing both in-office and virtual agents
Strong interpersonal, oral and written communication skills
Microsoft 365 experience
Benefits:
Generous 401(k) Matching: HFB provides a robust 401(k) plan with a 100% match for the first 3% of an employee's contributions and a 50% match for the next 2%
Comprehensive Health Coverage: Access to health insurance to ensure the well-being of our team members
Employer Contribution to HSA: HFB contributes towards the Health Savings Account (HSA), promoting financial health
Dental and Vision Coverage: Enjoy the benefits of dental and vision insurance for a complete healthcare package
Life Insurance: HFB provides life insurance coverage, demonstrating our commitment to the security of our employees
Company Performance Bonus Plan: In addition to competitive salaries, employees are eligible for a bonus plan based on company performance
Paid Time Off (PTO): Take advantage of our PTO policy to maintain work-life balance and recharge
Paid Holidays: Celebrate 11 paid holidays throughout the year, giving you time to relax and enjoy special moments
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Internet Publishing
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