Call Center Manager

About Us

Master's Home Solutions is a third-generation family-owned business specializing in home improvement services since 1957. We pride ourselves on delivering the highest quality in roofing, windows, siding, doors, bathrooms, and walk-in tub replacements. We are looking for an exceptional Call Center Manager to join our team and help us continue our tradition of excellence.

Job Summary

The Call Center Manager is responsible for overseeing the day-to-day operations of our Call Center, ensuring that it runs smoothly and effectively. This role includes supervising a team of Call Center agents, implementing strategies to improve productivity, and delivering the highest level of customer service to our clients.

Responsibilities

• Manage daily operations of the Call Center, including staffing, performance monitoring, quality assurance, and data reporting
• Hire, train, and evaluate Call Center agents, providing regular feedback and coaching
• Implement and review operational protocols and procedures to improve efficiency
• Ensure customer satisfaction by resolving issues and handling inquiries promptly and professionally
• Conduct regular team meetings to set goals and discuss any updates or changes in company policy
• Manage performance metrics and generate reports for upper management
• Analyze data related to Call Center metrics to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Serve as the liaison between the Call Center and other departments within the organization
• Work with Salesforce CRM to track calls, client interactions, and other relevant information
• Ensure compliance with all regulations, policies, and procedures

Qualifications

• Bachelor's degree in Business, Management, or related field preferred
• 3-5 years of experience in Call Center management, home improvement industry experience is a plus
• Excellent leadership and team management skills
• Strong communication and interpersonal abilities
• Proficient in Microsoft Office Suite, with a focus on Excel for data analysis
• Experience with Salesforce CRM is highly beneficial
• Able to handle stressful situations and make decisions quickly
• Knowledgeable in performance metrics and KPIs
• High level of professionalism and customer focus

Benefits

• Competitive salary with performance-based bonuses
• Health, dental insurance
• Employee discounts on home improvement services
• Opportunity for career advancement within the company

Job Type: Full-time

Pay: $50,000.00 - $75,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Monday to Friday
• Weekends as needed

Ability to commute/relocate:

• Bethlehem, PA 18017: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person