Job Description

Service Champions is currently seeking a Contact Center Manager to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. Our Contact Center Manager leads a team of representative who process high volume inbound and outbound customer service calls in a call center environment and are responsible to both provide and ensure exceptional customer service at all times to existing and potentially new customers by answering calls.

Founded in 2003, Service Champions is a $100M+ Home Services Company in Northern California that specializes in heating, air-conditioning, electrical, water, and insulation. We service the greater Bay Area and Sacramento. This position is based out of our company headquarters located in Pleasanton, CA. It is a professional contact center environment where we work hard and have fun.

What's In It For Me?

• $80K - $90K Annual Compensation
• Paid Time off for: vacation, sick, holidays & birthday
• Health, Vision and Dental plans
• 401K Retirement Plan with company match up to 30%
• Life Insurance, Short-Term and Long-Term Disability
• Special Program Options: FSA, EPA, Legal Services, and Identity Theft
• Continuous Training for your Professional Development
• Working in a dynamic, collaborative, and fun environment

Our contact center support team is growing, and we now need a Contact Center Manager! This position will oversee the team members and supervisors in inbound/outbound, e-commerce, & membership retention (a growing team of 30+ Client Service Representatives). This position requires consistent on-site presence to assist, train, and develop our growing team. A primary objective for the Contact Center Manager is to increase the effectiveness of call bookings, improve membership retention, and create an “easy to do business” experience for our clients. These critical activities keep our service teams’ schedules full of quality appointments to run. In addition to managing these departments, this position will require positive working relationships with other supervisors & managers throughout the company to ensure proper & positive communication throughout the business.

What Will I Do?

• Drive team member excellence by working with supervisors to ensure proper coaching & training is provided to team regularly
• Drive positive & effortless client experience by ensuring all processes & quality assurance practices are correctly followed throughout the departments
• Create & analyze department productivity reporting and forecasting to provide direction for improvement & recommendations for change
• Drive team engagement by identifying, praising, and rewarding excellent team members
• Ensure proper staffing for all departments
• Working with Marketing to ensure the Service teams’ call counts are met daily
• Develop and implement methods to record, assess, and analyze customer feedback
• Work with CU trainers to create & develop innovative training materials & programs for all departments
• Train, manage, & develop supervisors/managers for all departments
• Working with other departments to create a better, more consistent client experience & team member user experience

Who you are: You have an extensive background in customer service and a passion for helping others. You have demonstrated experience with managing other supervisors, overall management/reporting of various departments. It is extremely important that you have the attitude of a leader & trainer, as much of your time will be spent developing supervisors & individual contributors. As an A-Player, you are committed to excellence and want to do all you can to help others achieve the same level of excellence. You can identify trends & needs of the business and think outside of the box to create and execute new solutions.

Do I Have What It Takes?

• Excellent communication skills – this role requires a significant amount of training & development, both verbal and written
• Strong organizational skills – able to manage varying tasks and meet deadlines.
• Strong analytical and problem-solving skills
• Strong supervisory & leadership skills
• Intuitive computer skills – requires intermediate Excel reporting skills
• Strong foundational knowledge of the four departments to effectively lead the teams and provide direction to supervisors and leads
• Sales/Cross-trade sales experience
• Phone systems & power/preview dialer experience
• No job too big or too small – be willing to take on any task, but knowing how to prioritize your duties
• Bachelor’s degree required.
• At least five years of related experience required, with prior management experience highly preferred
• Microsoft Suite: Word, Excel, Powerpoint, & Sharepoint

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