Inbound Contact Center Manager manages inbound contact center agents and operations focusing on selling products or services. Develops standards and monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and standard customer response procedures. Sets and communicates operational policies and procedures. Additionally, Inbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Inbound Contact Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be an Inbound Contact Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.
We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in the office two to three days per week to work together in person and choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.
Note that this role will require travel between two office locations in Richmond, VA (approximately 10 miles apart).
Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.
The Sr. People Partner will report into and work closely with the Sr. Director, GTM People Strategy & Programs in supporting SimpliSafe’s Contact Center Operations and their teams in Richmond and Boston. This is an opportunity to support a team that’s growing across multiple lines of business (Monitoring, Customer Service/Tech, Sales, Customer Retention)!
Serving as a strategic partner on people-related matters, you will assist in designing and executing strategic programs to support key people areas, including: hiring, onboarding and training, retention, and development of talent; organizational design; Global Career Framework; employee engagement; and compensation. In addition, you will provide HR support on key business and People Team initiatives such as: Annual Performance Reviews, Talent Planning, Employee Engagement Survey, DE&I, etc. The People Partner will also assist with complex employee issues, escalations and investigations.
Based in Richmond, VA, this role may also support Contact Center leaders in Boston, MA.
Primary Responsibilities include:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.
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