Frontdoor Call Center Manager in Phoenix, Arizona
Coaches and manages assigned team within the call center. Develops, implements and executes policies and procedures. Ensures operational efficiency, customer satisfaction, staffing and productivity.
Responsible for driving achievement of assigned goals, metrics and key performance indicators.
Coaches and develops team and ensures subordinate supervisors and managers are developing strong teams.
Directs all function-related activities within the scope of the operations.
Recommends objectives, develops short and long term plans and programs to support company goals and budgets.
Reviews performance against plan and approves changes in direction as needed.
Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction.
Resolves escalated customer problems.
Ensures adequate staffing and productivity level to meet or exceed required performance standards
Bachelor’s degree and 3 years of customer service operations experience required, or an equivalent combination of education and experience
1 years of management experience required
Knowledge of call center operations
Ability to communicate effectively with large and small groups
Ability to influence and persuade others in the process of change management
Conflict resolution and negotiation skills
Verbal and written communication skills, including public speaking
Analytical skills and attention to detail
Skill with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as Candu Home Solutions, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds). For more details, visit frontdoorhome.com .
Job Category: Operations