Homespire has rapidly grown to more than 30 markets in the U.S., becoming one of the largest home remodeling companies in the country by offering superior customer service. Due to this growth we are seeking an experienced call center manager to represent the Homespire brand of quality and service, build trust with new and existing customers and have a strong desire to be a top leader.

The Primary purpose of this position is to assist, train, monitor and analyze the performance of assigned Coordinators in the department with professionalism, leadership and accountability while ensuring all Customer Experience policies and procedures are being followed and setting the standard for department daily. This is done through a working understanding of all positions they manage.

ESSENTIAL FUNCTIONS:

• Review daily statistical reports and monitored interactions to determine individual and team performance to ensure Scheduling Coordinators are meeting / exceeding published expectations. Fully engage in department Coaching and Development Processes tracking Scheduling Coordinator performance.

• Work closely with senior leadership to evaluate employee key performance indicators (KPIs), call monitoring; and evaluations; and to identify training needs and development opportunities. Ensure individual, team, and company goals are met, maintain reports, and provide analysis of performance.

• Coordinate training and on-boarding of Scheduling Coordinators in partnership with the CX Training Department.

• Ensure daily schedules are optimally booked with pre-installation review and service appointments and the timely submissions to branches.

• Assume leadership responsibilities for post-sales scheduling tasks, participate in meetings, and recommend changes to policies and procedures and assist with escalated issues or cases, as needed.

• Collaborate with CX Training Department make sure department manuals and job aids are up to date.

• Additional duties as assigned

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person

Ability to commute/relocate:

• Lewisberry, PA 17339: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location