Job Description

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Are you looking for an exciting and fulfilling remote career opportunity? Look no further! Contractor In Charge is currently seeking a highly motivated and experienced individual to join our team as a full-time Contact Center Shift Manager .

WHY SHOULD YOU JOIN US?

What do we offer to really ensure that you have a thriving, successful career?

This position offers a competitive annual salary ranging from $50,000 to $70,000 . You will be provided great benefits such as affordable health benefits, IRA retirement plans, PTO, and paid holidays .

Are you ready to join our team?

WHO ARE WE?

Our mission is to help small business owners in the home service trades to understand and know their financials and bookkeeping is being managed and maintained with the highest standards. Our staff has a high degree of experience in the electrical, plumbing, HVAC, and other home service industries-and offers their knowledge to help increase our client's understanding of their business performance. In the industry, we are known for our professionalism and knowledge of the scheduling software and accounting integrations. Our clients are good at what they do, knowing their trades inside and out-and, we let them focus on that by doing the rest for them!

Giving our clients this peace-of-mind requires that we have a skilled and reliable team of our own. In order to attract and retain the best, we offer competitive pay, flexible schedules, and remote work-from-home opportunities.

WHAT DOES YOUR DAY ENTAIL?

You will be responsible for real-time staffing levels, strategically filling open shifts due to absenteeism, and making dynamic adjustments based on coverage needs. Collaborating with the Director of Call Center Operations, you will accurately produce agent shift schedules aligned with call volume forecasts. Enforcing company policies, including attendance and operating procedures, will be an essential part of your role. Working closely with the Director of Call Center Operations, you will provide recommendations for HR regarding performance improvement plans and disciplinary actions when necessary. You will also prepare reports detailing daily, weekly, and monthly results and performance as directed by the Director. Your ability to notify Operations Management in real-time about events impacting contact center workload, such as unexpected changes in call volume, will be crucial.

IS THIS THE PERFECT OPPORTUNITY FOR YOU?

• High school diploma or equivalent
• Ability to be available during any and all business hours when needed
• Above-average proficiency in Microsoft Excel
• Ability to work independently with efficient time management skills, adapt to changing priorities, meet tight deadlines, and work well under pressure
• Ability to quickly learn other cloud-based software
• Knowledge of relevant contact center software, CRM, and Workforce Management products
• Excellent written and verbal communication skills

The following is preferred but not required:

• Experience as a contact center supervisor or workforce manager
• Experience with forecasting and capacity planning
• Degree in business management

So, what do you think? If you can meet these requirements and perform this job as described above, we would be happy to have you as part of our team!

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