Call Center Manager

Are you driven by excellence? Do you have a passion for sales and supporting a team to be their best? If so, Good Greek is looking for Superhero’s to join its elite team of professionals. Known in the marketplace as an industry leader in the moving and storage space, Good Greek is the world only total relocation company offering premier, moving, packing/unpacking, storage, trash removal, auto transport, realty, lending, insurance services, premier concierge services and much more!

The Call Center/Customer Service Manager is an integral role in our organization that oversees overall Call Center operations, activities and performance. As a departmental leader, the Call Center Manager is responsible for supporting, mentoring and motivating our team of inside relocation consultants, increasing sales and Call Center productivity.

Key Qualifications include but are not limited to:

• Call center and sales management experience is a required.
• Strong interpersonal skills and customer service orientation
• Effective leadership skills
• Exceptional listening and analytical skills
• Conflict management and resolution abilities
• Strong and effective communication skills, both verbally and in writing
• Multitasking and details orientation skills required for a fast-paced environment.
• Proficiency with technology (computers, software applications, and phone systems)
• Ability to coach, train and motivate a growing team to be the best.
• Effective and competent problem-solving techniques.
• Decisiveness and attention to detail
• Ability to accurately analyze, compile and report relevant data.

Core Responsibilities include but are not limited to:

• Recruit, onboard, train and lead Call Center relocation consultants
• Coach Call Center consultants through challenging sales or customer service issues and directly handle communications that require escalation to management.
• Analyze Call Center data and prepare reports for ownership/executive management.
• Evaluate staff effectiveness and performance on a consistent and continual basis.
• Audit Call Center interactions, communications verbal and written)- and recommend and implement solutions.
• Develop and monitor daily, monthly, quarterly, and annual Call Center goals.
• Prepare and manage work schedules to ensure sufficient Call Center coverage at all times.
• Lead team meetings, training/educating, and coach Call Center consultants regarding processes and best practices.
• Assist in identifying industry trends and establishing Call Center sales goals and objectives.
• Ensuring Call Center consultants are consistently achieving or exceeding established sales and service goals in line with the company Ethos.
• Preparing reports and analyzing Call Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and the overall customer experience.
• Other responsibilities outlined by Employer in support of Call Center operations.

Position Type:

• Full-time
• Salaried Position

Salary and Benefits:

• Competitive Compensation Package including performance-based bonus potential.
• Insurance benefits, including health, dental and vision.
• Paid Training
• PTO

*Good Greek and out affiliates are equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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