Call Center Manager

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 setting high volumes of appointments.

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
• Ongoing training, scripting, coaching and role playing to top performance
• Setting expectations for your team and ensure they are hitting their metrics
• Conduct regular team meetings to set goals and discuss any updates or changes in company policy
• Conducts performance evaluations that are timely and constructive
• Analyze data related to Call Center metrics to improve processes, ensure resources are properly allocated, and maximize efficiency in appointment setting
• Serve as the liaison between the Call Center and other departments within the organization
• Ensure compliance with all regulations, policies, and procedures
• Answer inbound calls and make outbound calls when service levels increase

Qualifications

• Strong leadership and team management skills.
• Experience in telemarketing, outbound sales, or Call Center environment, preferred but not required.
• 2-3 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
• 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