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National Contact Center Manager
Job Location:
Job Location:
Plainfield, IN - USA
Yearly Salary:
USD 60000 - 75000
Yearly Salary:
Posted:
11 July 2026 (30+ days ago)
Posted:
Application Deadline:
8 October 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Pet Butler LLC a Spring-Green Enterprise company is seeking a full-time National Call Center Manager located in our Plainfield IL position will have a hybrid work schedule.
We offercompetitive pay benefitsincludingmedical dental vision life and disability insurance 401(k) participation and paid holidays and vacation. Join our culture with core values ofCustomer 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 and oversees a team of Contact Center professionals including part-time full-time and seasonal staff (650 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
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.
We offercompetitive pay benefitsincludingmedical dental vision life and disability insurance 401(k) participation and paid holidays and vacation. Join our culture with core values ofCustomer 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 650 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 (650 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 KPIs as well as phone system call center applications.
- Minimum typing skills 45 WPM
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.
Required Experience:
Manager
