Job Description

Our Ideal candidate We are seeking an experienced National Call Center Manager to oversee the operations of our multi-location, multi-brand customer service teams, as well as our third-party call center. The ideal candidate will possess a proven track record in leading large-scale call center operations, driving customer satisfaction, and optimizing performance metrics. This role requires a strategic thinker with strong leadership skills and passion for delivering consistent stellar customer service. This an onsite role at our headquarters based in Schaumburg. Key Responsibilities: Strategic Leadership: -Develop and execute a comprehensive vision and strategy for the call center operations, aligning with overall business objectives. -Oversee the daily operations of customer service reps and call center, ensuring seamless integration and consistency across all locations. -Identify opportunities for process improvement and implement innovative solutions to enhance efficiency and effectiveness. -Collaborate with cross-functional teams to optimize customer experiences and resolve complex issues. Team Management:

• Recruit, hire, and develop a high-performing team of call center agents.
• Provide effective leadership, coaching, and mentoring to foster a positive and

productive work environment. -Monitor team performance metrics and implement performance improvement plans as needed. -Foster a culture of excellence, emphasizing customer satisfaction and employee engagement. Customer Experience: -Drive customer satisfaction by setting and exceeding key performance indicators (KPIs) such as lead booking average, average handle time, and customer satisfaction scores. -Implement strategies to improve customer experience, including proactive outreach, personalized solutions, and efficient problem-solving. - Analyze customer feedback and trends to identify areas for improvement and implement corrective actions. Operational Excellence: - Oversee the day-to-day operations of the call center, including staffing, scheduling, quality assurance, and reporting. - Manage call center budgets and resources to optimize costs and maximize efficiency.

• Ensure compliance with all relevant regulations and industry standards.
• Monitor and analyze key performance metrics to identify trends and opportunities

for improvement. Third-Party Management: -Manage relationships with third-party call center providers, ensuring adherence to service level agreements and performance standards. -Monitor the performance of third-party agents and take corrective action as needed. -Collaborate with third-party providers to optimize operations and improve customer experiences. Why U.S. Waterproofing? Proven Expertise: Over 500,000 basements and foundations repaired since 1957. Strong Culture: Highly rated employer with a 4.5 Glassdoor score and high employee engagement. Ethical Commitment: Recipient of the 2021 BBB Torch Award for Ethics. Modern Tools: Access to state-of-the-art facilities and equipment. Ongoing Development: Significant investment in training and continuing education. Since 1957, our mission has been to provide total peace of mind for our customers through education, comprehensive solutions, and our extensive experience. In 2022, we partnered with Rotunda Capital Group to accelerate our growth and expansion throughout the United States. Our Core Values Be Resilient Have a Growth Mindset Keep It Real Do The Right Thing These values guide our decision-making and shape our unique culture. We are committed to providing a platform for you to advance your career. Qualifications: - Bachelor’s degree in Business Administration, Operations Management, or a related field or will substitute 5+ years of managerial role in a call center over seeing multiple locations. - 3+ years of managerial experience in call center management, preferably in a multi-location, multi- brand environment.

• Proven track record in leading teams and achieving operational excellence.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in call center software and metrics.
• Experience with CRM systems and customer relationship management.
• Ability to work under pressure and meet tight deadlines.

Benefits: Pay: The position is paid at a competitive salary with opportunity to earn bonuses Benefits: Medical, Dental, Vision, and Life Insurance Retirement: 401k with employer match Paid Time Off: We observe 8 national holidays plus a floating holiday: § New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, Friday after Thanksgiving, Christmas Eve, and Christmas Day If you are a highly motivated and results-oriented individual with a passion for customer service, we encourage you to apply.

Job Tags

Holiday work, Full time, Christmas work, New year,

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