Why work for Next Door & Window?

If you are a contact center manager looking for a massive growth opportunity, this may be perfect for you. If you want to elevate your personal and professional life in an entrepreneurial culture with family values, this is a place you can do that. We are looking for a future focused person to take our great team and build it to support our major growth in the Chicago and WI markets. If you are a customer service leader looking for a company to expand your skills, learning, and future, please apply for this position.

NEXT has been serving Chicagoland homeowners for over 20 years and has an excellent reputation in the market. We expanded in Madison Wisconsin in 2022. In 2023 NEXT received the BBB Torch Award for outstanding business ethics. In July of 2024 we launched an appointment setting program in Chicago Costco warehouses which will help us achieve strong growth over the coming years. We offer a highly collaborative and rewarding work environment. Many of our employees have been with us for 10+ years. Specific job benefits include:

$60,000-$70,000 salary with bonus opportunity up to an additional $30,000
Performance-based bonus plus salary
Employee loyalty. Many of our employees have been with us for 10+ years.
401K with profit sharing
Health and Dental benefits
Paid holidays off
Flexible Spending account offered
Holiday parties
Monthly in office events
Spirit Days
Paid vacation that increases with seniority

Contact Center Manager Desired Qualifications:

Previous B2C (Business-to-consumer) experience.
Outbound call center (selling a product, service or appointment setting) supervisory experience is a must
Must have management experience or have been a top producing call center agent
Minimum of 1-3 years of supervisory experience in a high-volume sales call center managing teams of at least 3-15 (or more) representatives is required for this position
In-home appointment setting is a major plus
Excellent verbal and written communication skills with the ability to communicate with all levels of staff
High school degree or equivalent required
Excellent computer and telephone communication skills
Experience using high-volume call center software
Excellent listening skills
Ability to work with minimal supervision
Must understand call center metrics, processes, methodology & technology
Ability to quickly gain thorough knowledge of our company’s products & services to support the inside call center representatives
Ability to multi-task and stay organized
Excellent interpersonal, problem-solving and leadership skills

Contract Center Manager Job Responsibilities:

Team Recruiting, Management & Compensation

Hires, onboards and trains call center personnel (both outbound and inbound)
Provides front-line direction to the Call Center Agents
Manages our inbound call center & outbound call center teams
Prepares work schedules to ensure efficient coverage
Leads team meetings with call center staff
Works with Director of Marketing to develop call center budgets
Works with Director of Marketing to create bonus structure and track bonus performance
Ensures customer service and quality of work meets Next Door & Window requirements and standards

Training

Refines and executes training curriculum for team
Writes/edits call scripts for different campaigns and audiences
Coaches call center staff through challenging customer lead generation objections

Metrics & Performance

Develops monthly, quarterly and annual call center goals and action plans
Oversees Call Center productivity and call volume
Analyzes call center data and prepare reports for upper management
Ensures all key performance metrics are attained in addition to improving our customer experience and expanding our customer base.
Evaluates staff effectiveness and performance on a monthly and quarterly basis

NEXT Door & Window is an equal opportunity employer and prohibits discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identit

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Contact Center Manager