Director of ResiLeads

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ResiBrands is the entrepreneurial mastermind behind the world's greatest home service brands. Born in Austin, TX, with That 1 Painter, ResiBrands has grown to over 100 franchised locations across fifteen different states and is continuing to add brands to their portfolio, like GarageUp and Pink's. With rapid growth comes the need for highly skilled professionals.

Join our team as an Appointment Leads Director and play a critical role in the growth of ResiBrands! This position is responsible for overseeing the team that handles all of our inbound leads across 8+ marketing platforms. Backed by best-in-class technology solutions and support talent, your role will be optimizing performance to maximize the number of appointments set by the team. You will work cross-departmentally with our data team, franchise coaches, and executive team to address any issues, improve processes, and grow the division. You must be sales-driven, personable, and have experience leading teams.

Key Responsibilities:

• Recruitment, Hiring, and Staffing: Develop and execute effective recruitment strategies to attract top-tier talent for the connection center team. Lead the hiring process by conducting interviews, assessing candidates' skills and cultural fit, and making data-driven hiring decisions. Onboard and train new hires, ensuring they are equipped with the necessary skills and knowledge to excel in their roles.
• Performance Monitoring and Reporting : Develop and monitor key performance metrics with our data team such as Average Response Time, Time to Close, Percentage Closed Per Agent, and more. Analyze data to identify trends and areas for improvement, implementing strategies to enhance operational efficiency and franchisee satisfaction.
• Process Improvement : Continuously evaluate connection center technology, processes and workflows, identifying opportunities to streamline operations and enhance service quality. Implement best practices to improve call handling, scheduling, and overall service efficiency.
• Team Management and Coaching : Provide strong leadership to the connection center team, fostering a culture of accountability, collaboration, and continuous improvement. Coach and mentor team members to enhance their performance, problem-solving abilities, and professional growth. Set clear expectations, goals, and targets for the team, and regularly provide feedback to enhance their effectiveness.

• Creating a Fun & Engaging Environment : Foster a positive and engaging work atmosphere by organizing team-building activities, recognition programs, and incentives. Promote a work culture that encourages creativity, innovation, and a strong sense of camaraderie among team members.
• Stakeholder Communication : Maintain effective communication with cross-functional teams, such as marketing and operations to align connection center operations with overall business objectives.

Qualifications:

• High school diploma or equivalent. Bachelor's degree in a related field preferred.
• Minimum of 2 years of experience in customer service, sales, and lead management.
• Minimum of 1 year of sales or call center people management.
• Excellent communication and interpersonal skills.
• Proficient in CRM softwares.
• Ability to manage multiple tasks and prioritize work effectively.
• Strong problem-solving and analytical skills..
• Demonstrated ability to work in a fast-paced environment with changing priorities.

Compensation: $85,000

Job Type: Full-time

Work setting: In-office

Ability to commute/relocate: Round Rock, TX: Reliably commute or planning to relocate before starting work (Required)

We appreciate and thank you in advance for your interest in our openings. Qualified candidates will be contacted. No phone calls, emails or faxes please. Direct applicants only, no third-party staffing inquiries please. ResiBrands is an Equal Opportunity Employer.

Job Type: Full-time

Pay: $85,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person