Contact Center Director

Are you looking for a place where you can bring your goals, passion, drive?

Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level.
 

Bring your experience and be empowered to innovate.

As a Contact Center Director on the Neighborly Customer Solutions (NCS) team, a typical day for you will include:

• Championing the adoption of innovative solutions and best practices in both customer service and contact center operations.
• Managing budgets and expense processes for the customer service and call center operations, ensuring that financial goals are met and resources are utilized efficiently.
• Daily/weekly management of schedules and appropriate staffing levels for all queues 
• Monitoring agent & team performance & prepares call center performance reports and recommendations by collecting and analyzing queue and call center agents’ data 
• Partnering with key leaders across the organization to integrate customer service and call center strategies with overall business priorities and consumer communications.
• Ensuring that Quality Assurance metrics are being met & ensures call center representatives receive ongoing training 
• Developing KPI’s to measure the success of call center projects, ensuring systems are cost effective and enhance customer satisfaction. including but not limited to creating action plans around call stats and conversions  

Bring your skills and be inspired to achieve success.

(Required qualifications)

Experience:

• 5+ years of leadership experience in customer service, call center operations, or service management

Skills:

• Proven experience in a high-volume call center environment. 
• Leadership experience in leading teams to generate a vision, set direction, and achieve goals 
• Excellent problem-solving, organizational, and communication skills, with the ability to persuade and engage individuals at all levels, both internally and externally. 
• Ability to collaborate cross-functionally and align technology strategies with broader business objectives. 

Education:

• Bachelors’ Degree in communications, business management, information technology or a related field.

Bring your goals and be enabled to reach them.

• Competitive Pay: Base + Annual Bonus Potential + Equity
• Benefits: www.myneighborlybenefits.com
• Schedule: Three days in office, two days remote at our HQ2 facility in Irving, Texas

Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self.

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Brand:

Neighborly - USA Shared Services