SimpleTire is the Fasting Growing Automotive Brand in America according to Inc. Magazine 2018 All Star Entrepreneurs with over 1000% growth in three years! SimpleTire was co-founded by brothers, Andy and Josh Chalofsky, and friend, Kenny Pratt. They shared a common vision to create a company that would offer people the largest selection of tires at the best possible prices, all across the country.
In 2012, the trio successfully converted the traditional business model into a technology-driven model, which linked independent tire distributors across the country into one seamless e-commerce network, creating SimpleTire.
Today, SimpleTire’s network stretches across the country with more than 10,000 installation centers and over 3,000 independent supply points. It employs over 100 people and supports thousands of local businesses.
The Sr. Call Center Manager is responsible for the strategic vision for Simple Tire’s 1:1 consumer contact experiences and planning and execution of all Contact Center operations, working with executive management and cross functional teams to build a function and culture that exceeds customer/consumer expectations, scales responsibly, and enhances the Simple Tire brand.
Responsibilities and Duties
Collaborate cross-functionally to represent the “voice of the consumer” and to optimize consumer consideration, conversion, satisfaction, and loyalty
Optimize consumer-centric contact and consultative selling models, integrating with internal and external cross-functional teams
Consistently monitor the contact queues and ensure they have managed appropriately and achieve department objectives, including >90% call answer rate
Ensure compliance with regulatory agency guidelines and standards
Collaborate with internal demand planning, merchandising, and finance on planning forecasts (short and long term) and providing strategies and data that will deliver best in class consumer experience
Develop, forecast, monitor and evaluate accurate and actionable daily, monthly, quarterly reporting (to financial goals and KPI’s) and prepare deep analysis of performance.
Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement in consumer satisfaction, sales, and loyalty
Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every consumer contact to drive brand consideration, conversion, loyalty and/or advocacy
Qualifications and Skills
Vision and passion for delivering best in class consumer experience
Strong financial and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
Exceptional ability to develop and manage results-oriented recruiting and training programs
Experience managing teams and leading cross-functional groups
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
High integrity, and facilitates open, honest communication
Strong negotiation, interpersonal, written and oral communications skills
Ability to inspire and develop a brand building, customer/consumer focused culture
A change-agent, as defined by a record of accomplishment in navigating challenging businesses, step-changing organizational capability and cultural orientation
A strong, demonstrated track record of problem solving and priority setting
Passion for anticipating and satisfying consumer needs
Willing to work extended hours, weekends, and holidays as requested by management
5+ years experience managing a high volume, sales and customer service focused call center with 20+ team members
Benefits and Perks
Medical, dental, vision, life insurance, STD, LTD, paid time off, retirement savings plans, and professional development.
Company sponsored events, casual dress code, free snacks, corporate discounts, free parking