Now Hiring - Supportworks - Call Center Director in Papillion, NE

Full description of the position

Supportworks is looking for a Call Center Director for our Hello Garage franchise network. Hello Garage is a franchise of nation-wide companies that sells and installs garage flooring, storage, and more. This role will work closely with internal teams to understand their business needs, manage systems, troubleshoot issues, and identify opportunities for improvement. This role will also oversee our Customer Care team, as it is so interconnected with many of the systems we use. Our Customer Care team is responsible for setting all sales appointments, following up on unsold sales proposals, and creating remarkable customer experiences.

Benefits You’ll Enjoy:

• AMAZING CULTURE: Four-time winner of the Best Places to Work in Omaha! Fun, family environment! Driven by our purpose to redefine the contractor industry.
• GENEROUS BENEFITS: Medical, dental, vision, life, and other insurance; retirement plan with profitability match – up to 5%; 3 weeks paid time off to start & 7 holidays; paid paternal / maternity leave; onsite cafeteria; onsite gym and locker rooms; casual dress policy; and more.
• PAY: Generous base pay
• CAREER DEVELOPEMENT / GROWTH: Majority of our new roles are filled by internal promotions.

As the Call Center Director, you will:

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This position will manage the Customer Care team, monitor their performance, and create and implement strategies, messages, and tools to improve Key Performance Indicators (KPI’s).

• Coach and inspire the customer care team in meeting their individual and team KPI’s, ensuring that customer inquiries are followed up on and booked into appointments.
• Hire great people and provide ongoing training, while giving them accountability to reach their goals.
• Support the Customer Care team by helping with calls when volume is high and assisting with escalations.

• Develop and maintain relationships with multiple vendors (software related and others) and serve as the primary point of contact. For example, act as a Project Manager, and subject matter experts (SME) for our Customer Relationship Manager (CRM) system.
• Understand the company’s business objectives, challenges, and unique requirements of each system we use.
• Identify and troubleshoot system issues and provide timely resolution including working with vendors to help fix problems.
• Proactively identify business needs and/or inefficiencies and recommend system improvements.
• Evaluate new systems and vendors, conduct cost-benefit analysis, and make recommendations for system/vendor upgrade or replacements.
• Provide ongoing training and support to the Hello Garage corporate team as system enhancements and new features are available.
• Interpret and analyze data from various systems to uncover insights and trends and use that information to tell a collective story about system performance and business outcomes.
• Use data analysis insights to help guide marketing, sales, product usage, installation efficiencies and more.
• Conduct regular system reviews to identify areas for improvement to drive success.
• Stay up to date with industry trends, technologies, and best practices to provide proactive recommendations to leadership.

What We’d Like You to Have:

• Bachelor’s degree in business, or related field, or equivalent years of experience.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Call center management experience.
• Passion for leading people well and creating a strong culture.
• Strong organizational skills and project management experience.
• Knowledge of CRM systems and project management experience is preferred.
• Strong technical aptitude and ability to learn a variety of software applications and systems quickly.

LOCATION: This position is not remote, and requires reporting to Papillion, NE.

Here’s just a bit more about us. Supportworks comprises a family of distinct companies that share a single purpose: to redefine the contractor industry. Foundation Supportworks develops, manufactures, and distributes foundation and concrete repair products to a network of over 130 home repair contractors across North America and beyond. Hello Garage, the division you’d be working for in this role, is a franchise system that is taking the garage renovation industry by storm. And SolutionView is a software company that develops digital tools that radically improve the contractor-homeowner experience.

Supportworks is an Equal Opportunity Employer (EOE) and we welcome you to apply!

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Job Type: Full-time