National Contact Center Manager

Job Description

Job Description

Pet Butler LLC, a Spring-Green Enterprise company, is seeking a full-time National Call Center Manager located in our Plainfield, IL Office. This position will have a hybrid work schedule.   

We offer  competitive pay, benefits including  medical, dental, vision, life and disability insurance, 401(k) participation and paid holidays and vacation.  Join our culture with core values of Customer Focus, Pursuing Common Goals, Family, Integrity, Innovation, and Perseverance.

Annual salary
$60k - $75k based on experience.

Summary
Under the guidance of the Brand President, lead the National Contact Center staff and implement initiatives to build business for Pet Butler Franchisees. Focus on annual roadmap, staffing, training, procedures, customer service excellence, attention to calls, emails, leads, all Contact Center activities in ARF, quality assurance, performance metrics, as well as other daily activities.

Essential Duties and Responsibilities

• Leads the National Contact Center strategy, aligning operations, staffing, and performance with company and franchise growth objectives.
• Defines, monitors, and improves key performance metrics including conversion, productivity, service levels, and quality assurance.
• Leads, develops, and manages a team of 6–50 Contact Center professionals, including hiring, onboarding, coaching, and performance management.
• Establishes a high-performance, accountable team culture focused on continuous improvement and customer outcomes.
• Designs and maintains training programs, standard operating procedures, scripts, and communication frameworks.
• Oversees daily contact center operations across inbound, outbound, and digital channels.
• Manages escalations and ensures timely resolution of customer and franchise-related issues.
• Analyzes data and reporting to identify trends, diagnose issues, and drive operational improvements.
• Partners with franchise owners, leadership, and cross-functional teams to support business objectives and improve service delivery.
• Contributes to and represents the National Contact Center in key company and franchise initiatives, including Discovery Day, New Owner Training, and company communications.

Supervisory Responsibilities
Leads and oversees a team of Contact Center professionals, including part-time, full-time and seasonal staff (6–50 employees). Accountable for hiring, onboarding, coaching, performance management, and workforce planning to support business objectives. Ensures performance standards, employee development, and team accountability align with operational and organizational goals, policies and applicable laws.

Qualifications
Education and/or Experience

• High school diploma or general education degree (GED) required; some college course work in Business, Sales, Marketing, Communications or related subject matter preferred. 
• Minimum three or more years of sales and customer service/call center experience. 
• Minimum of three years of successful supervisory or managerial experience.
• Proven ability to coach, motivate and lead a successful Call Center staff. 
• Knowledge of Call Center Metrix and KPI's, as well as phone system call center applications. 
• Minimum typing skills 45 WPM

Equal Opportunity Employer

To ensure the efficiency and fairness of our hiring process, Spring-Green Enterprises Inc. and its affiliated companies utilize Artificial Intelligence (AI) tools with our applicant tracking system (ATS).  These tools are designed to assist, not replace human judgement. AI may be used to scan resumes to match applicant skills against job descriptions to help identify top candidates. We are committed to an equitable hiring process in accordance with Equal Opportunity (EEO) principles.  Final Hiring decisions are always made by our recruitment team and hiring managers. AI recommendations are reviewed to ensure accuracy and to provide a fair, personalized evaluation for applicants.  By submitting your application, you acknowledge that your application may be processed using these tools.

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