National Contact Center Manager

About the role

Pet Butler LLC, a Spring-Green Enterprise company, is seeking a full-time National Call Center Manager located in their Plainfield, IL office. This position offers a hybrid work schedule and includes competitive pay, benefits such as medical, dental, vision, life, and disability insurance, a 401(k) plan, and paid holidays and vacation.

Responsibilities

• Lead the National Contact Center strategy, aligning operations, staffing, and performance with company and franchise growth objectives.
• Define, monitor, and improve key performance metrics including conversion, productivity, service levels, and quality assurance.
• Develop and manage a team of 6–50 Contact Center professionals, including hiring, onboarding, coaching, and performance management.
• Create and maintain training programs, standard operating procedures, scripts, and communication frameworks.
• Oversee daily contact center operations across inbound, outbound, and digital channels.
• Manage escalations and ensure timely resolution of customer and franchise-related issues.
• Analyze data and reporting to identify trends, diagnose issues, and drive operational improvements.
• Partner with franchise owners, leadership, and cross-functional teams to support business objectives and improve service delivery.
• Represent the National Contact Center in key company and franchise initiatives, including Discovery Day, New Owner Training, and company communications.
• Supervise and oversee a team of Contact Center professionals, including part-time, full-time, and seasonal staff (6–50 employees).
• Hire, onboard, coach, and manage performance of the team to support business objectives.
• Achieve performance standards, employee development, and team accountability that align with operational and organizational goals, policies, and applicable laws.

Qualifications

• High school diploma or equivalent (GED) required; some college coursework in Business, Sales, Marketing, Communications, or related field preferred.
• Minimum of three to five years of sales and customer service/call center experience.
• Minimum of three years of successful supervisory or managerial experience.
• Proven ability to coach, motivate, and lead a successful Call Center staff.
• Knowledge of Call Center Metrics and Key Performance Indicators (KPIs), as well as phone system call center applications.
• Minimum typing speed of 45 words per minute.

Benefits

The position offers a competitive annual salary range of $60,000 to $75,000 based on experience. Additional benefits include medical, dental, vision, life, and disability insurance, a 401(k) plan, and paid holidays and vacation.

Pay

Annual salary range: $60,000 - $75,000 based on experience.

Schedule

This position offers a hybrid work schedule.