Call Center Manager

CALL CENTER MANAGER

Qualifications

• To perform the job successfully, an individual should demonstrate the following competencies:

• 3-5+ years’ experience managing a call center or supervising a team

• Direct experience in the home improvement industry or lead generation B2C call center

• Proven record of accomplishment in a managerial role

• Knowledge of CRMs and call center software

• Outgoing and energetic personality

• Excellent call control and customer service

• Ability to work with a variety of personalities in all forms of communication

• Can manage competing priorities

• A strong focus on people and processes to improve call center success

• Excellent verbal and written communication skills

• Ability to perform under pressure

• While performing the duties of this position, the employee is regularly required to sit

Responsibilities

The Call Center Manager also has a proven record of accomplishment in extensively using data insights to meet and exceed appointment setting goals

Maintains and improves call center operations by monitoring employee performance via listening to calls. Will also include follow-up training and coaching based on those findings

Pulls reports provides weekly recommendations to the Marketing department

Works with the Marketing Director to identify call, text, and email campaigns, including automations to improve appointment set rates

Ensures accurate data capture

Oversees dispositioning and returning of leads on all lead sources and platforms, as well as appointment resulting

Communicates regularly with the Marketing Director to identify lead source issues, trends, and areas for improvement

Maintains professional and technical knowledge by tracking emerging trends in call center operations management; establishes personal networks; benchmarks state-of-the-art practices;

Ensures the call center staff is available 90% of shift to take calls; acts as additional caller when needed

Hire, onboard and rain call center personnel

Prepare work schedules to ensure sufficient coverage

Develop monthly, quarterly and annual call center goals and action plans

Job Type: Full-time

Pay: From $70,000.00 per year

Benefits:

• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Education:

• Bachelor’s (Preferred)

Work Location:

• One location

Work Remotely:

• No

Work Location: One location