1000+ Best de driver Jobs in Illinois (febrero 2026) - page 12

Manager - Move Channel

hace 19 días

Naperville

Job Description Who we Are Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.9+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported. As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to. 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 - 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.

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