Contact Center Operations

Job Title: Leader, Contact Center Operations

FLSA Status: Exempt Full Time

Role & Responsibilities

The Champion Homes Contact Center Operations Leader is responsible for full oversight of the day-to-day operations of the Champion Homes Customer Care operations which includes a third party BPO partner and an internal virtual operation.

Position duties and responsibilities include:

• Provide direction and managerial guidance to the third party BPO partner responsible for the Champion Homes customer interactions with potential homebuyers. Provides leadership to insure the attainment of established Service Level Requirements.

• Manage the internal virtual customer care team and is responsible for the recruitment, training, and motivation of this team. Provides direction to the team to ensure every call is maximized for caller satisfaction and documented for tracking and ongoing improvement.

• Partners with internal Champion Homes teams and external system providers to insure receipt of information for the effective management of all customer interactions.

• Responsible for the design, implementation, and execution of operational procedures. This includes but is not limited to process development, business automation, portal development, searchable knowledge bases, and more as deemed necessary.

• Works with Division and Corporate teams to develop strategies, identify best practices, and recommend improvements to systems and processes.

• Works closely with the sales management team to discuss and evaluate opportunities to improve sales and lead management performance through the leveraging of sales tools and systems including technology.

• Ensure compliance with regulatory agency guidelines and standards.

REQUIRED SKILLS AND COMPETENCIES

• Must effectively communicate regularly with individuals possessing diverse and varied areas of expertise and product understanding.
• Must have a hands-on management style with team-building expertise.
• Exceptional ability to develop and manage results-oriented recruiting and training programs.
• Experience establishing and reporting with metric-based performance goals. (KPIs, TTI, etc)
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
• Strong negotiation, interpersonal, written, and oral communications skills.
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred or similar application platform)

SUPERVISORY RESPONSIBILITY

Responsible for all contact center operations, special programs, and newly established programs as they arise.

POSITION TYPE AND EXPECTED HOURS OF WORK

• Full-time/Salaried
• Role will be virtual or based in Troy, MI corporate office. Must have the ability to work extended hours, weekends, and holidays pursuant with industry demands.
• Ability to travel up to 20%

REQUIRED EDUCATION AND EXPERIENCE

• Minimum 6+ years of Call Center/Contact Center leadership experience
• Minimum 5+ years of sales program management experience.
• Minimum 5+ years of BPO management experience or in a BPO oversight role.

PREFERRED EDUCATION AND EXPERIENCE:

• Bachelor's degree (Business) or higher preferred, MBA or equivalent a plus
• Virtual contact center management experience and expertise

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