Job Description
Mid Kansas Exteriors, Inc is looking for a Call Center Manager to help grow the company to the next level.
- The goal of the Call Center is to convert leads to high-quality appointments for our outside sales teams. The ideal candidate has experience in training, coaching and developing Call Center staff. The Call Center Manager also has a proven record of accomplishment in extensively using data insights to meet and exceed appointment setting goals.
- Essential Duties and Responsibilities include the following, other duties may be assigned:
- 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 from CRM and 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 in the CRM.
- 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; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies.
- Ensures the Call Center staff is available 90% of shift to take inbound/outbound calls; acts as additional caller when needed.
Competencies:
- To perform the job successfully, an individual should demonstrate the following competencies:
- 3-5 years' experience managing a Call Center or supervising a team within a large Call Center
- Direct experience in the home improvement industry or lead generation B2C Call Center a plus but not required
- 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
Compensation:
The Call Center Manager is compensated via a strong base salary and bonus structure tied directly to appointment setting metrics.
Job Type: Full-time
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