Manager of Call Center Operations-Chicago, IL

For over 30 years, Rewards Network has helped restaurants increase their revenue, traffic, and customer engagement through our innovative financial and marketing services and premier dining rewards programs. We connect diners to fantastic restaurant experiences by offering unique card-linked offers thanks to our ability to leverage advanced technology and powerful data analytics, while simultaneously providing value to our strategic partners' overall loyalty programs.

We work alongside our restaurant partners every day, sharing in the ebbs and flows of their business while helping them achieve their dreams. We provide marketing and financing that work with their business and are truly pay-for-performance. We help them increase revenue, traffic, and customer engagement. Importantly, our services do not require the merchant to discount or give away their products.

Even more, we enhance our partners' loyalty programs by offering a turn-key, scalable dining rewards program that is right for their business model and leverages their unique brand to help increase the value proposition for their customers.

Finally, we connect our millions of members to our participating restaurants, allowing them to earn the rewards they desire when dining out.

The Manager of Call Center Operations will oversee all call center teams based in the Chicago office.  This includes B2B Customer Support (CSRs), B2B Client Retention, Member Services, and Sales Development Reps (SDRs).

This role will bring best practices in bringing high-quality touchpoints, maximizing productivity, and achieving performance targets (examples: average handling time, call abandonment rate, CSAT scores, etc.).  They will also be responsible for establishing and enforcing all call center policies, procedures, and quality standards.

• Recruit, train, and supervise lead development and customer service call center teams, including individual contributors and frontline Supervisors and/or Team Leads.

• Provide coaching, mentoring, and performance feedback to all call center team members to ensure a high performing team.

• Develop, document, and implement data-driven strategies to optimize the efficiency and productivity of call center teams and improve customer satisfaction.

• Use call center software and reporting tools to monitor call center performance metrics, such as average handling time, call abandonment rate, touchpoints, opportunity conversions, deletion saves, and customer satisfaction scores.

• Set performance goals and objectives for teams and individuals.

• Foster a positive work environment that promotes teamwork, collaboration, and professional growth.

• Address customer escalations and resolve complex issues to ensure customer retention and loyalty.

• Represent call center operations in executive level communications.

• Experience in call center management and an ability to implement best practices
• Strong leadership and communication skills with a proven ability to build successful relationships
• Ability to work independently and as part of a team
• Ability to successfully manage a hybrid team which would include: Customer Service team of 4, Retention team of 5, Member Services team of 11, and SDR team of 3
• Demonstrated success coaching and developing talent
• Strong analytical and problem-solving skills
• Proficient in Microsoft Office Suite
• Experience with Salesforce (CRM) Ring Central, ServiceNow
• Ability to speak Spanish is a plus but not required
• Requires in-office attendance a minimum of 2 days per week with additional days as needed
• Bachelor’s degree in business administration, marketing, or related field and 7 years of experience in customer service, call center management, or related field, or equivalent combination of education and experience
• Minimum of 3-5 years direct people management responsibility in a call center or similar environment

• Comprehensive benefits package, which includes:
• Competitive Paid Time Off and company holidays
• Generous dining reimbursement when you dine with our restaurant clients 
• 401(k) plan with a company match
• Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
• Partnership with Rx n Go, offering certain prescriptions for free
• Two dental plan options and a vision plan
• Flexible Spending Accounts and a pre-tax commuter benefit program
• Accident, Critical Illness, and Hospital Indemnity Insurance Plans
• Short Term and Long Term disability 
• Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance 
• Employee Life Assistance Program
• Hybrid working environment in a new office space downtown near the Metra Train stations and catered lunches on Tuesdays and Thursdays.

Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.