Contact Center Sales Manager

Job Description

Safelite® Group is a nationwide family of retail auto glass companies - the nation's leading provider of auto glass repair and replacement services. We are rapidly growing, evolving and striving to become the Natural Choice for vehicle glass repair and replacement services in the United States.

We drive business performance with an obsessive focus on having talented people who are inspired to deliver great results. Simply put, we believe our people power the performance of our business.

Who we’re looking for:

Brand advocates who go above and beyond to create customer delight

Honest, hard-working people who lack ego but are drenched in integrity

People who consistently drive for extraordinary results

Individuals who like to learn, seek challenges and go out of their way to help others be successful

Team members who will learn our way of working and come up with innovative ways to make us even better

Those who want a career, not just a job, and who understand the important role they play in the overall success of our business
What you can expect:

At Safelite®, we are creating a culture that delivers our People Pledge:

You'll experience great leadership.

We’ll focus on you first.

You’ll work with talented people who inspire you to be at your best.
You’ll become part of a caring culture with opportunities for you to growth both personally and professionally.
Right now, we’re looking for a Contact Center Manager to join our team. This position will have direct oversight of Assistant Managers and indirect oversight of Job Coaches and Service Representatives. This leader has responsibility of their teams’ performance and results; will take a lead role in client management, and handle escalations from the floor from both a client perspective and employee relations perspective. They are not only able to thrive in a fast- paced changing environment but also to administer change management when called upon. perspective.

Skills & Responsibilities

High School Education required; College degree preferred

3-5 years or more leadership experience required; contact center leadership experience preferred

Ability to acquire knowledge of Safelite’s company structure in the Contact Center, Field, and Corporate operations in order to be a resource for their team and other leaders in the Contact Center /Field operations.

Ability to learn our policies and procedures with understanding how they are applied.

Able to forecast business and call volume.

Ability to sit or stand for long periods of time. This role requires mobility on the floor in order to assist Assistant Managers/coaches/CSR’s in doing their job.

Able to create an environment of openness and trust with their teams, co-workers and clients, and able to creates information in a meaningful way to communicate performance standards and expectations to their team(s).

Has the technical ability to audit Assistant Managers/Job Coaches and advanced understanding of how KPI’s impact the business.

Ability to understand and apply complex business and people concepts.

Intermediate level stage of presenting in front of associates and leaders at all levels in the organization.
Ability to think strategically about the business as a whole in the contact center.

Have skill in their communication approach with Coaches/CSR’s/TSR’s while understanding their audience to change their coaching style, if needed, to create a more satisfying work environment.

Skilled in seeing potential in associates for promotion opportunities within our organization.

Will have intermediate to advanced level writing skills with good grammar and punctuation for performance reviews and general business communication.

Will also have working knowledge of MS Office, web applications, and general office equipment.