VP of National Call Center Operations

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Job description

Overview:
Renuity is seeking a VP of National Call Center Operations to join our team. The VP of National Call Center Operations will ensure the overall direction, coordination and productivity of our Contact Center operations and continue to drive the delivery of legendary customer service through all platforms. This position provides the opportunity for a leader to showcase their coaching skills, drive process improvements and motivate others to meet the challenges of an extremely customer focused, team spirited and metrics driven environment.

What You Will Do:

Define clear benchmarks and standards for operational excellence

Standardize organizational structure and roles/responsibilities

Develop and optimize processes to enhance efficiency

Design and implement key performance indicators to measure success

Create comprehensive reporting systems to track and communicate performance

Standardize technology platforms and tools across the organization

Develop and enforce data standards for consistency and accuracy

Coordinate and lead meetings with call center leaders

Provide oversight of auto dialer technology (Five9) and administrator team

What You Will Bring:

Proven customer sales and service leadership effectiveness

10+ years of experience in call center workforce management and forecasting

Extensive experience with Contact Center operations, including coaching and training

Effective leadership and analytical skills including working knowledge of high-level budgeting, staffing models, scheduling, and industry technology solutions

Strong mentoring and relationship building skills

Demonstrated project and budget management skills

Strong business acumen with a broad understanding of fundamental business principles

Analytical problem-solving skills with an impeccable attention to detail

Ability to help set overall strategy and drive process improvement

Excellent oral and written communication skills

Strong interpersonal skills and effective working relationships with all stakeholders, both internal and external

What We Offer:

Competitive annual salary

Eligibility for annual bonus

Comprehensive benefits package including health, vision, dental, and 401k matching up to 6%!

Paid time off and holidays

Additional corporate Perks

Opportunities for career advancement

Collaborate with a team of skilled, professional, and enthusiastic individuals who love their work

Join one of the leading home improvement companies in the United States!

Working at Renuity

"It's a lifestyle", our employees say. It means working in an environment of collaboration, respect, diversity, shared values and a passion for growth. Whether you work in the field, a distribution center, a division location, or at one of our "Home Base" location, you work with team members who embrace a collaborative spirit to propel all Renuity Divisions to achieve faster growth, greater profitability, and become THE most trusted name in home improvement.

We, at Renuity strive to instill and maintain these core values, by being:

Collaborative - We get farther, together. We pride ourselves on having the most talented people in our industry, and we expand what is possible through cohesive teamwork

Innovative - We challenge industry norms and take intelligent risks to discover better ways to serve our customers

Principled - We do the right thing - no matter what. We go to great lengths to ensure our customers, employees and partners have a world-class experience and are treated fairly

Enthusiastic - We love what we do and the bonds we create with the people around us. Our passion positively influences our customers, colleagues, and partners

Value-Driven - We have an unrelenting focus on creating value for our stakeholders. We reward performance that increases the value of our company, and we live a culture where everyone thinks and acts like an owner

We hope this information is helpful to you in making the right decision when choosing your next employer!

Renuity, LLC provides the following inclusive hiring information: We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

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