Manager - Call Center Sales (Manager - Move Channel)
3 days ago
Naperville
Job Description Who we Are Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving nearly 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. Position Summary The Manager - Call Center Sales or Manager - Move Channel is responsible for identifying ways to drive improved operational, supervisor and agent One Gas performance for both OHS and One Gas KPIs. This responsibility includes monitoring and executing key KPIs that include AHT, One Gas error reporting, CSAT, QA and effective conversion rates. This leader is also responsible for mentoring and training the One Gas team while fostering an innovation driven, continuous improvement focused and high-performance culture. This leader will work, collaborate and partner with customers, clients, and front-line employees to identify and solve continuous improvement opportunities. Responsible for all direct employee personal matters by teaming up with HR and Legal. This role will have a direct responsibility to execute our customer service strategy through live customer contact. Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office model is required (generally in-office 5 days a week). Responsibilities include but are not limited to: • Achieve One Gas KPI’s, Quality Success Metrics and Sales Performance results daily, weekly and monthly., • Demonstrate leadership experience including manger responsibility, strategy aligned decision making and a thorough understanding of contact center technologies (e. KMS, WFM, QA, CRM)., • Directly and successfully leading and managing a team of 4 supervisors in their capacity of supporting teamsof 15+ agents for home warranty claims, service requests, and contract coverage inquiries, • Strong data-driven decision-making and analytical skills, with the ability to interpret sales, and operational metrics to drive performance improvements., • Proven hands-on experience leading teams to achieve service-level, sales, and customer satisfaction goals within a home warranty or service-contract environment., • Create and implement sales strategies tailored towards improving agent efficiency and driving a highersales performance., • Track sales performance metrics, pitch rate, analyze data, and adjust strategies as needed to meet targets., • Work effectively across departments to align strategies with overall business objectives., • Establish and maintain strong relationships with One Gas to ensure alignment on day-to-day performance and strategic initiatives as assigned., • Act as a key liaison between internal teams and GMO, ensuring clear communication of goals, expectations and timebound quotas., • Ensure TEAM compliance with company and One Gas policies and industry regulations., • Collaborate with team members to identify strengths and areas for improvement., • Establish personalized development plans to support career advancement., • Encourage a culture of continuous improvement by organizing workshops, training sessions, and knowledge sharing initiatives that keep the team engaged and informed., • Implement recognition programs to celebrate individual and team achievements, motivating staff to reach their full potential., • Build relationships with direct reports to foster a positive and professional work environment that focuses on providing exceptional customer service. Experience and Qualifications of the Role: • 5 or more years of progressive leadership experience in a home warranty, insurance, or service-based contact center, with direct responsibility for sales and call center, • Strong leadership skills with a proven ability to coach, motivate, and develop high-performing teams by consistently recognizing and rewarding excellent performance and addressing performance issues head-on, without delay., • Excellent communication and interpersonal skills, with experience in sales and handling customer escalations, coverage disputes, contractor-related concerns, and service delays., • Demonstrated ability to analyze operational, sales, and customer experience data (KPIs, CSAT, QA, AHT, FCR) to drive process improvements and service quality., • Proficiency in CRMs, along with Microsoft Office Suite; Salesforce experience preferred., • Ability to partner and work cross-functionally to drive timely resolution, teamand customer satisfaction., • Experience managing performance targets tied to claims throughput, service timeliness, sales, and customer experience, • Experience monitoring and adjusting strategies in response to market conditions, service demand, and customer volume fluctuations., • Proven ability to manage and improve service request intake and claim fulfillment rates across multiple partners and vendors., • Experience working in a fast-paced, high-volume service environment with complex products and coverage offerings is preferred., • Demonstrated ability to lead contact center teams in an omni-channel environment (voice, chat, email, digital platforms)., • Strong organizational, communication, and problem-solving skills, with the ability to prioritize competing operational needs., • Willingness and ability to travel up to 25% as business needs require. Computer Skills Needed to Perform the Job : • Proficiency in Microsoft O365, • KMS, WFM, QA Platform and CRM (e. Salesforce) Education • Associate’s degree in business administration, Operations Management OR equivalent experience. We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $79,000 to $112,800 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target. Our benefits include but are not limited to: healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location. Join our SUPER Team and Enjoy Amazing Benefits! • Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy., • Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage., • 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan., • Generous Paid Time Off: Take the time you need to recharge and relax., • Education Assistance Program: Invest in your growth and development with our support., • FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses., • Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being., • Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected. Competencies: Action Oriented- Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others Building Effective Teams- Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team. Intellectual Horsepower- Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile. Business Acumen- Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace. Communicates Effectively- Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect. Innovation Management- Is good at bringing the creative ideas of others to market; has good judgment about which creative ideas and suggestions will work; has a sense about managing the creative process of others; can facilitate effective brainstorming; can project how potential ideas may play out in the marketplace. Drive for Results- Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.