Homefront Brands - Huntersville, NC
posted 3 months ago
The Director of Operations for our contact center will work closely with the Vice President of Customer Experience & Analytics to ensure smooth and efficient business operations to serve customers and our franchisees. This role is pivotal in managing and overseeing the contact center operations, which includes managing agent performance, resourcing, training, and reporting to franchisees and brand presidents. The Director will assist the VP in managing the customer contact business unit (PCX) that directly contributes to franchisee top-line growth through appointment setting, sales, and customer resolution. In this position, you will support in building out the contact center team members, both in-office and virtual agents, as they provide support for customers and franchisees. You will help lead and build out the data strategy that drives franchisee focus on leading indicators of performance. Additionally, you will assist in building a deep department expertise in the CRM by establishing a practical and coherent user policy and providing troubleshooting advice to franchisees and agents through the contact center. Collaboration is key in this role, as you will work closely with Brand Presidents, the VP of Learning & Development, and the CMO to build out sector-leading processes and practices in customer acquisition and retention. You will also assist in preparing reports and analyzing contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. Furthermore, you will support in creating and managing a P&L for the business unit that achieves annual financial goals.