Contact Center Manager

Contact Center Manager *** Must be local to Burr Ridge, Illinois Why work for Next Door & Window? If you are a Contact Center Manager looking for a massive growth opportunity, this may be perfect for you. If you want to elevate your personal and professional life in an entrepreneurial culture with family values, this is a place where you can do that. We are looking for a future-focused person to take our great team and build it to support our major growth in the Chicago and WI markets. If you are a customer service leader looking for a company to expand your skills, learning, and future, please apply for this position. NEXT has been serving Chicagoland homeowners for over 20 years and has an excellent reputation in the market. We expanded in Madison, Wisconsin in 2022. In 2023 NEXT received the BBB Torch Award for outstanding business ethics. In July of 2024 we launched an appointment setting program in Chicago Costco warehouses, which will help us achieve strong growth over the coming years. We offer a highly collaborative and rewarding work environment. Many of our employees have been with us for 10+ years. Specific job benefits include:

• $60,000-$70,000 salary with bonus opportunity up to an additional $30,000
• Performance-based bonus plus salary
• Work for a company with the very distinguished honor of being one of Crain's 2024 Best Places To Work In Chicago
• Employee loyalty. Many of our employees have been with us for 10+ years.
• 401K with profit sharing
• Health and Dental benefits
• Paid holidays off
• Flexible Spending account offered
• Holiday parties
• Monthly in office events
• Spirit Days
• Paid vacation that increases with seniority

Call Center Manager Desired Qualifications:

• Must have previous Home Improvement industry experience.
• Outbound call center experience (specifically appointment-setting supervisory experience) is a must.
• A minimum of 5 years of supervisory experience in a high-volume sales call center managing teams of at least 10 (or more) representatives is required for this position
• Excellent verbal and written communication skills with the ability to communicate with all levels of staff
• High school degree or equivalent required
• Excellent computer and telephone communication skills
• Experience using high-volume call center software
• Excellent listening skills
• Ability to work with minimal supervision
• Must understand call center metrics, processes, methodology & technology
• Ability to quickly gain a thorough knowledge of our company’s products & services to support the inside call center representatives
• Ability to multi-task and stay organized
• Excellent interpersonal, problem-solving, and leadership skills

Call Center Manager Job Responsibilities: Team Recruiting, Management & Compensation

• Hires, onboards, and trains call center personnel (both outbound and inbound)
• Provides front-line direction to the Call Center Agents
• Manages our inbound call center & outbound call center teams
• Prepares work schedules to ensure efficient coverage
• Leads team meetings with call center staff
• Works with the Director of Marketing to develop call center budgets
• Works with the Director of Marketing to create a bonus structure and track bonus performance
• Ensures customer service and quality of work meet Next Door & Window requirements and standards

Training

• Refines and executes the training curriculum for team
• Writes/edits call scripts for different campaigns and audiences
• Coaches call center staff through challenging customer lead generation objections

Metrics & Performance

• Develops monthly, quarterly, and annual call center goals and action plans
• Oversees Call Center productivity and call volume
• Analyzes call center data and prepares reports for upper management
• Ensures all key performance metrics are attained in addition to improving our customer experience and expanding our customer base.
• Evaluates staff effectiveness and performance on a monthly and quarterly basis

NEXT Door & Window is an equal opportunity employer and prohibits discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.