Contact Center Manager (Retail)

Location: Remote within the United States; role associated with Calabasas, California

Salary: $93,000–$139,500 annually, depending on location, knowledge, skills, education, and experience; eligible for an annual discretionary bonus.

Company

hirify.global is a national tool retailer with more than 1,600 stores in 48 states and over 7,000 tools and accessories.

What you will do

• Lead, coach, and develop direct and indirect reports while building accountability, ownership, engagement, and retention.
• Oversee daily customer support for stores and the website, including email, web, phone, executive office contacts, product support, and online orders.
• Manage service levels, customer satisfaction, KPIs, staffing, scheduling, demand planning, and hiring.
• Track expenses, forecast staffing and budget needs, and prepare business updates, performance metrics, and project reports.
• Support new technology, tools, processes, and continuous improvement initiatives that improve customer experience and operational efficiency.
• Partner with eCommerce, Marketing, IT, Inventory, Supply Chain, Transportation, and Legal teams, including handling high-profile escalations.

Requirements

• 5+ years of supervisory experience in customer service, retail, or hospitality.
• Strong computer skills, including Microsoft Excel and Word.
• Bachelor’s degree, preferably in business or communications, or equivalent experience.
• A dedicated home workspace suitable for remote work and an internet speed of at least 1 GB are required.
• Ability to work a flexible schedule, including weekends and holidays, with regular attendance.
• Ability to stand, walk, sit, speak, listen, read from screens and reports, type 35 words per minute, and lift up to 15 pounds.

Culture & Benefits

• Performance-focused environment emphasizing customer experience, accountability, teamwork, continuous improvement, and professional development.
• Monthly internet allowance to help offset the cost of maintaining 1 GB internet service.
• Medical, dental, vision, life insurance, and short- and long-term disability coverage.
• Eligible Associates can enroll in the company 401(k) plan.
• Paid time off of up to 200 hours per year and paid sick time of up to 80 hours per year unless otherwise required by law.