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Oncourse Home Solutions · 1 day ago

Manager - Move Channel

Naperville, IL

Full-time

Onsite

Mid, Senior Level

$79K/yr - $113K/yr

5+ years exp

Oncourse Home Solutions (OHS) is a people-centric organization focused on providing home warranty services. The Manager - Move Channel is responsible for driving operational performance and mentoring teams to achieve key performance indicators while fostering a culture of continuous improvement.

Heating Ventilation and Air Conditioning (HVAC)Home ImprovementHome Services

Hiring Manager

Robyn Poggi, MBA, SPHR

Responsibilities

Achieve One Gas KPI’s, Quality Success Metrics and Sales Performance results daily, weekly and monthly

Demonstrate leadership experience including manager responsibility, strategy aligned decision making and a thorough understanding of contact center technologies (e. KMS, WFM, QA, CRM)

Directly and successfully leading and managing a team of 4 supervisors in their capacity of supporting teams of 15+ agents for home warranty claims, service requests, and contract coverage inquiries

Strong data-driven decision-making and analytical skills, with the ability to interpret sales, and operational metrics to drive performance improvements

Proven hands-on experience leading teams to achieve service-level, sales, and customer satisfaction goals within a home warranty or service-contract environment

Create and implement sales strategies tailored towards improving agent efficiency and driving a higher sales performance

Track sales performance metrics, pitch rate, analyze data, and adjust strategies as needed to meet targets

Work effectively across departments to align strategies with overall business objectives

Establish and maintain strong relationships with One Gas to ensure alignment on day-to-day performance and strategic initiatives as assigned

Act as a key liaison between internal teams and GMO, ensuring clear communication of goals, expectations and timebound quotas

Ensure TEAM compliance with company and One Gas policies and industry regulations

Collaborate with team members to identify strengths and areas for improvement

Establish personalized development plans to support career advancement

Encourage a culture of continuous improvement by organizing workshops, training sessions, and knowledge sharing initiatives that keep the team engaged and informed

Implement recognition programs to celebrate individual and team achievements, motivating staff to reach their full potential

Build relationships with direct reports to foster a positive and professional work environment that focuses on providing exceptional customer service

Qualification

Data-driven decision makingContact center technologiesLeadership experienceSales strategiesCRM proficiencyTeam buildingContinuous improvementCommunication skillsProblem-solving skills

Required

5 or more years of progressive leadership experience in a home warranty, insurance, or service-based contact center, with direct responsibility for sales and call center

Strong leadership skills with a proven ability to coach, motivate, and develop high-performing teams by consistently recognizing and rewarding excellent performance and addressing performance issues head-on, without delay

Excellent communication and interpersonal skills, with experience in sales and handling customer escalations, coverage disputes, contractor-related concerns, and service delays

Demonstrated ability to analyze operational, sales, and customer experience data (KPIs, CSAT, QA, AHT, FCR) to drive process improvements and service quality

Proficiency in CRMs, along with Microsoft Office Suite; Salesforce experience preferred

Ability to partner and work cross-functionally to drive timely resolution, team and customer satisfaction

Experience managing performance targets tied to claims throughput, service timeliness, sales, and customer experience

Experience monitoring and adjusting strategies in response to market conditions, service demand, and customer volume fluctuations

Proven ability to manage and improve service request intake and claim fulfillment rates across multiple partners and vendors

Experience working in a fast-paced, high-volume service environment with complex products and coverage offerings is preferred

Demonstrated ability to lead contact center teams in an omni-channel environment (voice, chat, email, digital platforms)

Strong organizational, communication, and problem-solving skills, with the ability to prioritize competing operational needs

Willingness and ability to travel up to 25% as business needs require

Proficiency in Microsoft O365

KMS, WFM, QA Platform and CRM (e. Salesforce)

Associate's degree in business administration, Operations Management OR equivalent experience

Preferred

Salesforce experience preferred

Experience working in a fast-paced, high-volume service environment with complex products and coverage offerings is preferred

Benefits

Healthcare

Life insurance

Paid time off

Retirement

Commuter benefits

Education reimbursement

Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.

401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.

Generous Paid Time Off: Take the time you need to recharge and relax.

Education Assistance Program: Invest in your growth and development with our support.

FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.

Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.

Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.