Call Center Manager

About Us:
Nova Home is a dynamic and rapidly growing Solar company dedicated to delivering exceptional customer service. We pride ourselves on creating a positive and energetic work environment where innovation and teamwork thrive. As we expand our operations, we are seeking a highly skilled and motivated Call Center Manager to lead our outbound dialing operations.

Job Overview:
We are looking for an experienced Call Center Manager who is proficient in Vicidial and possesses a strong background in managing Call Center operations. The ideal candidate will be responsible for overseeing daily operations, optimizing efficiency, and ensuring high conversions.

Responsibilities:

• Leadership and Team Management:
• Lead and motivate the Call Center team to achieve performance targets.
• Conduct regular team meetings, performance reviews, and provide coaching and feedback.
• Operational Excellence:
• Monitor and analyze Call Center metrics to ensure efficient operations.
• Implement strategies to improve Call Center performance and productivity.
• Develop and maintain standard operating procedures for the Call Center.
• Vicidial Proficiency:
• Demonstrate a high level of proficiency in Vicidial system administration.
• Troubleshoot and resolve Vicidial-related issues promptly.
• Quality Assurance:
• Establish and maintain quality assurance processes to ensure high-quality customer interactions.
• Conduct regular audits of calls to identify areas for improvement.
• Training and Development:
• Provide ongoing training to Call Center agents to enhance their skills and knowledge.
• Identify training needs and implement programs to address skill gaps.
• Reporting and Analysis:
• Generate and analyze reports to evaluate Call Center performance.
• Use data-driven insights to make informed decisions and improvements.

Qualifications:

• Proven experience as a Call Center Manager or similar role.
• Proficiency in Vicidial system administration.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with a focus on continuous improvement.
• Knowledge of Call Center technologies and best practices.

Education and Experience:

• Minimum of 3 Years of experience in Call Center management.

Benefits:

• Competitive salary
• Professional development opportunities
• Positive and collaborative work environment

If you meet the qualifications and are ready to take on a challenging and rewarding role, we invite you to apply by submitting your resume and cover letter. Join our team and be a part of our commitment to delivering exceptional customer service.

Nova Home is an equal opportunity employer. We encourage applicants from all backgrounds to apply.

Job Type: Full-time

Pay: $60,000.00 - $150,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Do you have experience managing a contact/outbound Call Center?
• What dialers do you have experience using/managing?

Work Location: In person