Contact Center Director
Contact Center Director
HomeFront Brands
Charlotte Metro
See who HomeFront Brands has hired for this role
Job Title: Contact Center Director
Reports To: COO
Work Location: Huntersville, NC
Employment Status: Full-Time, Exempt
Position Overview:
The Director 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:
- 7+ 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
Customer Service, Analyst, and Other -
Industries
Consumer Services
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Medical insurance -
Dental insurance -
Vision insurance -
401(k) -
Paid paternity leave -
Disability insurance
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