Contact Center Service Manager

SGE Marketing Services, an affiliate of Spring-Green Enterprises is seeking a talented and self-motivated individual to join its Contact Center team as a Contact Center Service Manager.

The Contact Center Service Manager is a full-time position located in Plainfield, IL. This is a hybrid remote / onsite work arrangement after successful completion of hybrid remote / onsite training.

We offer competitive benefits, including medical, dental, vision, life, disability insurance, FSA, 401(k) participation, paid holidays, and paid time off.

Spring-Green has been providing lawn, pest, and tree care services for over 47 years through a network of company owned and franchised locations.

As an industry leader with locations in 25 states, we take our community and environmental responsibility seriously and are proud to help consumers enjoy their lawns and outdoor spaces.

At Spring-Green, our culture supports team members' pursuits of professional and personal growth. We work hard to create an atmosphere representative of our core values of Customer Focus, Pursuing Common Goals, Family, Integrity, Innovation, and Perseverance.

Summary

Under the guidance of the Director of Customer Service, manages the Contact Center Service area supporting the customer service needs related to Spring-Green's lawn care, tree care, and pest control services and assists other Contact Center management with technology integration.

Essential Duties and Responsibilities

• Provides daily direction and communication to Service Team's Assistant Managers, Senior CCPs and CCPs so that inbound & outbound activities are handled in a timely, efficient, effective, and knowledgeable manner contributing to excellence in the customer experience, as measured by predetermined Key Performance Indicators (KPIs)
• Regularly meets with Contact Center Leadership team to discuss issues and potential resolutions, working to implement existing technology, features, and data to drive better customer and employee experience.

Partners with Training & QA to ensure all training, knowledge, and QA documentation is correct and up-to-date, and accurately guides the use of technologies that are implemented in a consistent, reliable, and repeatable manner.

• Works with the Training Team to assess the need for and arrange training on products, services, processes, and technology for relevant Service Team employees.
• Works with the Sales Team Leadership to help ensure that customer expectations are being set and communicated accurately.
• Along with the Assistant Manager, provides performance feedback and coaching regularly to each year-round Service Team member.

Monitors achievement of quality and productivity KPIs and address any areas needing improvement.

• Ensures Service Team is staffed appropriately with full-time, part-time, temporary, and / or outsourced positions.
• Works with WFM to identify opportunities for efficiency and productivity gains in the intra-day and weekly scheduling of CCPs and directs the Assistant Manager in implementing staff adjustments as necessary.
• Oversees and manages team to ensure on-time completion of departmental administrative and reporting activities.
• Coaches, mentors, and develops Service Team members, including providing career development planning and opportunities.
• Recommends and deploys approved motivational and incentive programs, providing motivational support to team members to maintain high morale and productivity.
• Writes and administers performance reviews for direct reports.
• Reviews management, employee, and customer feedback and adjusts continuously to improve performance.
• Addresses disciplinary and / or performance improvement needs with staff members per company policy.
• Under direction of Director of Customer Service, acts as a point of contact for customers, Operations, Data Entry, IT, Accounting, and other staff members of the contact center regarding questions and issues.
• Provides continual evaluation and improvement of processes and departmental standards, procedures, and strategic directives.

Responsible for suggesting methods to improve call center operations, efficiency, and service to both internal and external customers.

• As determined by management, regular and predictable on-site or online attendance is required for access to pertinent systems, data, supervision of staff, interaction with other personnel, vendors and other business partners, as well as attendance at meetings and other event participation.
• Performs other duties as assigned.

Supervisory Responsibilities

Directly supervises and monitors fluctuating seasonal service staff of 10-30 Contact Center Service Employees including Assistant Manager and Senior CCP(s).

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees;

planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Acts as a backup for other Contact Center management as needed.

Education and / or Experience

• High school diploma or general education degree (GED) required; some college course work in Business, Sales, Marketing, Communications or related subject matter preferred.
• Minimum three or more years of customer service / call center experience, with a minimum of two years of successful lead, supervisory, or managerial experience.
• Minimum typing skills 45 WPM.

Certificates, Licenses, Registrations

Valid Drivers' License with good driving record.

Equal Opportunity Employer

We are an Equal Opportunity Employer welcoming candidates from all backgrounds and industries to apply. We encourage personal and professional growth.

Come join our culture with core values of Customer Focus, Pursuing Common Goals, Family, Integrity, Innovation, and Perseverance.