Director of Contact Center Operations

Job Title: Director of Contact Center Operations

Reports To: COO

Work Location: Huntersville, NC

Employment Status: Full-Time, Exempt

Position Overview:

The Director of Operations 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.

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.