Company Overview
DAVACO is a leading turn-key solution provider with more than 30 years of experience supporting the world's leading brands with the development, transformation, and maintenance of their physical sites throughout North America. In collaboration with a diversified base of clients, DAVACO delivers scale, speed, and high-quality solutions that solve tomorrow’s challenges today.
Essential Functions
The contact center manager is responsible for managing a team of support coordinators whose role is to ensure our customers’ needs are met outside of what is deemed normal business hours. This a salaried role, with responsibilities for providing scheduling support, oversight, leadership and at times support coverage. The emergency support contact center manager’s team is responsible for managing incoming customer requests to include email, phone, and electronic submittals. The team will triage all requests, assign the appropriate resources for service, and follow the job through to completion. The coordinator is responsible for ensuring key service metrics are maintained for each individual service request, while ensuring transparent and pro-active communication is provided to the customer.
Additionally, the manager will ensure the team is properly managing the work with the field resource, ensuring the field resource understands expectations for the request. Additional responsibilities for the team include dispatching field resources, following up on dispatches, updating customer platforms, verifying time on site, requesting proposals, and other clerical duties required to resolve completion of work.
After Hour Responsibilities
- This is a full-time salaried role and fully remote. Operating hours are outside of 7:00am – 6:00pm Monday – Friday, plus all company recognized holidays. The contact center manager will work with leadership to set hours of operation for their role based on business trends and needs. The manager will provide on call support to back up their team coverage, in the event of increased volume, and to ensure support and leadership is provided where needed.
- Theis leader’s role is to ensure their team is supporting emergency and urgent service work after hours. This will include acknowledging client communication, engaging in dispatch of service, and follow through to completion. This includes escalating to the appropriate Davaco management team member if issues arise and communicating turnover of any work to the day shift.
- Employee will have access to a web-based call platform to monitor active agents, access recordings, and historical detail on inbound calls.
- Employee will audit their team members’ work in the systems and provide performance coaching.
- Employee’s team will cover service work at EOB on Friday’s at 5:30pm CST through start of business Monday. Manager should expect to have working hours within the weekend schedule, hours to align with business needs.
- Davaco – Company holidays that require coverage by the contact center emergency support manager and/or managers team.
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- The day after thanksgiving
- Christmas Eve – After 3:00pm cst
- Christmas Day – 12/25
- New Year’s Eve – After 3:00pm cst
- New Year’s Day
Qualifications
- Ability to communicate effectively across dynamic teams in the field and in office.
- Ability to maintain a calm composure and high level of customer service while working through conflict resolution with customers, vendors, and internal teams.
- Ability to handle frequent stressful situations and tense deadlines.
- Ability to manage multiple competing priorities to ensure the best interests of Davaco, the Client, and your team are met.
- Maintain Key Performance Indicators for your customers.
- Maintain key field relationships to ensure you are a conduit for fast and effective communication from the field to our teams and ultimately the client.
- Ability to deliver a high level of customer service through your teams and build client relationships.
- Display urgency in response & action to meet internal and external customer needs.
- Play an active role in supporting the growth of customers through excellent customer service delivery, execution, and cost avoidance.
- Focus on teamwork to achieve goals & work well.
Requirements
- Highschool Degree or equivalent.
- Prior contact center management experience a plus
- 2+ years in multi-site Facilities Maintenance as vendor, vendor aggregator, or client.
- Intermediate to Advanced Excel Skills
- Ability to deal with ambiguity
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list
of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
DAVACO, Inc. is an Equal Opportunity Employer and Supports a Diverse, Inclusive Work Environment
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Drug-Free Workplace
We maintain a drug-free workplace and perform pre-employment, random, reasonable suspicion, and post-accident substance abuse testing. We also perform pre-employment background checks.
Applicants with Disabilities
If you are an individual with a disability or a disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us.
E-Verify Participation
For jobs located within the United States, DAVACO participates in the Electronic Employment Verification Program known as E-Verify. Please visit the E-Verify website for more information on this program.
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