Benefits:

401(k)

401(k) matching

Bonus based on performance

Competitive salary

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Parental leave

Training & development

Vision insurance

Wellness resources

Company Information:

Insight Business Solutions Contact Center is a department of Premium Service Brands. Insight offers business solutions and customer support to Premium Service Brands Franchisees. Premium Service Brands/Insight Business Solutions lives by its company values and proudly gives back to the community. We are excited to find the right person for this rewarding and dynamic opportunity!

Job Overview:

We are seeking a dynamic and experienced Contact Center Manager to lead and oversee the daily operations of our 60+ employee,high-volume contact center. The ideal candidate will be responsible for ensuring exceptional customer service, optimizing operational efficiency, and driving strategic initiatives to enhance the overall performance of the contact center.

Key Responsibilities:

Leadership & Management:

Lead, mentor, and develop a team of contact center managers, supervisors, and agents to achieve performance goals.

Foster a positive and collaborative work environment that encourages team engagement and professional growth.

Oversee staffing, recruitment, training, and development programs to ensure the center has a skilled and motivated workforce.

Implement best practices for workforce management, training, and quality assurance.

Foster a positive and productive work environment that aligns with the company’s values.

Operational Efficiency:

Oversee daily operations to ensure that the call center runs smoothly, efficiently, and within budget.

Monitor and manage the contact center's KPIs, including response times, customer satisfaction, and resolution rates.

Set performance benchmarks and ensuring that the team meets or exceeds them.

Analyze data and reports to identify trends, areas for improvement, and opportunities for innovation.

Develop and implement strategies to improve operational efficiency and reduce costs without compromising quality.

Customer Experience:

Ensure that all customer interactions are handled in a timely, professional, and courteous manner.

Collaborate with other departments to address customer issues and enhance the overall customer journey.

Drive continuous improvement initiatives to elevate the customer experience.

Strategic Planning:

Develop and execute the contact center’s short-term and long-term strategies in alignment with the company’s goals.

Stay updated with industry trends and emerging technologies to maintain a competitive edge.

Financial Management:

Develop and manage the call center’s budget, ensuring that financial resources are used efficiently and effectively.

Monitor financial performance, controlling costs, and ensuring profitability.

Compliance & Reporting:

Ensure compliance with all relevant regulations, policies, and procedures.

Prepare regular reports for senior management and stakeholders on the contact center’s performance, challenges, and achievements.

Ensure effective communication across all levels of the organization to align teams with the company’s goals and objectives.

Technology and Innovation:

Lead the adoption of new technologies and processes that can improve efficiency and customer service.

Oversee the use of data analytics to make informed decisions and improve operations.

Qualifications:

Bachelor’s degree in Business Administration, Management, or a related field preferred.

Minimum of 5-7 years of experience in a contact center environment, with at least 1-3 years in a leadership role.

Proven track record of managing large teams and driving significant improvements in customer service and operational efficiency.

Strong analytical skills with the ability to interpret data and make informed decisions.

Excellent communication, leadership, and interpersonal skills.

Proficiency in contact center software, CRM systems, and workforce management tools.

Experience with budget management and financial planning.

Benefits:

Competitive salary ($90-$100K) and performance-based bonuses.

Comprehensive health, dental, and vision insurance.

Retirement savings plan with company match.

Paid time off and holidays.

Professional development and career advancement opportunities

This job description is not intended to be all-inclusive and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. The business reserves the right to revise or change duties as the need arises.