Call Center Senior Manager

Who we are

SeekWell is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer and optometrists squirm. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built an excellent company and changed an industry by putting the customer first, always. The best is yet to come!

Why you want this job

You will be an integral part of a high-performing team that is directly responsible for ensuring our company's full compliance with the Fairness to Contact Lens Consumers Act (FCLCA) and the Contact Lens Rule (CLR). This position is an excellent opportunity to gain the experience necessary to develop into a senior leadership role at 1-800 Contacts. You will have a chance to improve the overall customer experience by making sure that orders are making it through the verification process quickly. This position will have a direct impact on the satisfaction of the agents in the channel as well as on eye care providers around the country.

What you’ll do

• Work with and develop managers to be better managers and coaches to our front-line associates


• Monitor and improve on the operational effectiveness of our outbound sales and verification departments. This includes overview of cross functional and cross departmental projects and processes, agent compensation and incentive programs, agent engagement initiatives, as well as monitoring and improving department KPI performance


• Work closely with the Senior Manager of Compliance and Retention to execute and operationalize initiatives for improving and maintaining a great environment for agents and managers


• Coach and manage for improved performance


• Read and comprehend legal documents


• Work well with others and build trusting relationships across various areas of any organization


• Provide a vision and get buy-in from individuals


• Communicate well to down lines, peer lines and uplines


• Demonstrate good administrative skills to follow through on commitments and deadlines

What you'll need

• 5+ years experience in operational leadership


• Experience managing groups of 20+ individuals


• Previous experience managing managers or leaders


• Skills/experience that are a plus: Work with lawyers or legislators, Project or Process Management

Why we will love you

• Experience in project or process management 

Perks

• Free eye exams for your entire family


• Deep discounts on lenses, glasses, and other services


• Amazing healthcare coverage


• 401(k) match


• Flexible PTO


• Tuition reimbursement program


• In-house restaurant with highly discounted meals (Steak dinner under $6)


• Free snacks, ice cream, and drinks every day


• Full onsite gym

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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