National Call Center Manager

Pet Butler•Plainfield, IL

20d•$60,000 - $75,000•Hybrid

About The Position

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. The National Call Center Manager will lead the National Contact Center staff and implement initiatives to build business for Pet Butler Franchisees. The role focuses on the annual roadmap, staffing, training, procedures, customer service excellence, attention to calls, emails, leads, all Contact Center activities in ARF, quality assurance, performance metrics, and other daily activities. Under the guidance of the Brand President, this role is crucial for driving business growth and ensuring exceptional customer service across the franchise network.

Requirements

High school diploma or general education degree (GED) required.
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

Nice To Haves

Some college course work in Business, Sales, Marketing, Communications or related subject matter preferred.

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.
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.