Benefits:
401(k) matching
Bonus based on performance
Company parties
Competitive salary
Dental insurance
Free food & snacks
Health insurance
Paid time off
Vision insurance
Wellness resources
Full-Time – Hybrid Work Environment
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.
At Happinest Brands, we embody a culture-first approach to employment. We facilitate an enjoyable work environment for our exceptional team members and uphold our core values of authenticity, drive, trustworthiness, support, and innovation. Encouraging a dynamic workplace, we empower our team to explore innovative solutions and think creatively. Our environment is casual and fosters collaboration and inclusivity. Every team member is dedicated to achieving the vision and strategic goals of the organization and each of our brands.
We are looking for a dynamic and experienced Senior Manager of Call Center Operations to join our team. In this role, you will lead efforts to develop and implement efficient strategies aimed at maximizing inside sales performance across multiple home service brands. Your expertise will play a crucial role in optimizing and scaling call center operations to accommodate our organization as we add home service brands to our franchise system. The ideal candidate has a forward-thinking mindset with a proven track record of managing call center operations for multiple brands, driving efficiency, and delivering exceptional customer service in home service sales. Your ability to compile and analyze data to identify areas of opportunity to improve performance is imperative to your success. Proficiency in managing and troubleshooting call center software and technology platforms is a must. Strong project management and communication skills are essential to success in this role.
COMPENSATION AND BENEFITS:
Excellent Medical, Dental, and Vision Benefits
401K Saving Plan with Employer Match Contributions
Flexible Spending Account
Optional Life Insurance Plan
Hybrid Work Environment
REQUIRED QUALIFICATIONS:
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 (5+ years) 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.
JOB DESCRIPTION:
The Senior Call Center Manager oversees all call center operations at Happinest Brands, leading Team Leaders, and agents to ensure seamless day-to-day functioning. This role involves implementing strategies to optimize performance, analyzing key metrics, and driving improvements to facilitate inside sales.
PRIMARY RESPONSIBILITIES:
Lead and manage a team of call center Team Leaders and agents, providing guidance, coaching, and support 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.
ROLE PERFORMANCE OBJECTIVES:
The Senior Call Center Manager’s performance is evaluated based on the performance objectives below.
Successfully develop and implement a comprehensive plan encompassing staffing, hiring, training, quality assurance, coaching, and incentives to ensure call center agents are well-prepared for seasonal sales across different regions and brands.
Monitor and analyze call center performance metrics, KPIs and trends implementing corrective actions as needed.
Manage call center expenses and budget allocation.
Achieve and maintain call conversion rates for each brand.
Ensure efficient operation of call center software and technology platforms and take immediate action to resolve any system outages.