Job description

About Us:

Purple Eagle is a multi-unit franchise management group. We have grown from 2 locations in 2019 to currently operating 18 Hand & Stone Massage and Facial Spas across the U.S.! We are an organization who prides ourselves on our culture and lives by our core values. Our values are part of who we are and what we are building: Fun, Respect, Empathy, Excellence, Teamwork, and Accountability. With these values as the rudder to our ship, we plan to continue to grow to 50 locations by 2025 and we need the right people to help us get there!

Job Summary:

The Call Center Manager hires and oversees the daily operations of the Purple Eagle remote call center agent employees. This individual will also help with implementing the call center into our organization as this will be a new department for us. Duties include hiring and training Remote Call Service Representatives, establishing goals for call center employees to follow, and resolving any customer issues or other call center problems that occur. This is not a remote position. This individual will be in the office 5 days a week so that they are able to work closely with the CEO as we develop our call center process’.

Qualifications

• Bachelor’s degree or equivalent experience
• Minimum of 3 years experience in call center management and customer service preferably of a remote Call Center Agent team
• Professional and friendly demeanor, willing to go above and beyond to accomplish the mission
• Ability to maintain a courteous, professional demeanor always
• Must be punctual, reliable and caring about their work ethic
• Ability to think critically and problem solve
• Ability to communicate effectively and efficiently with all functions of the Operations Team and Call Center to carry out objectives of the program

Responsibilities

• The Call Center Manager hires and oversees the daily operations of the Purple Eagles call center and call center employees
• Will help implement and design call center process’ into our organization as this will be a new department for our organization
• Duties include hiring and training Call Service Representatives (CSR), establishing goals for call center employees to follow, and resolving any customer issues or other call center problems that occur
• Hire, onboard and train call center personnel to proper standards
• Coach call center staff through challenging customer service issues
• Analyze call center data and prepare reports for upper management
• Lead team meetings and give presentations to executives
• Develop monthly, quarterly and annual call center goals and action plans
• Prepare work schedules to ensure sufficient coverage
• Create personnel and supply budgets for approval
• Leads, motivates, coaches, and develops a team of agents to deliver consistently positive experiences during every customer interaction

Not required but a bonus would be -

• Experience with Nextiva / Unity call center
• Experience leading a remote agent team

Benefits:

• Competitive salary and bonus
• Medical, Dental, and Vision insurance
• We will be implementing a 401(k) in 2024
• Annual incentive trip to Mexico
• Free monthly massage or facial
• Fun work environment
• Significant career growth for the right candidate

Salary:

• Depends on experience

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Application Question(s):

• What are your salary expectations?
• This role requires managing 15-30 call center agents. Please briefly describe your leadership experience as it relates to this role.

Work Location: In person

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