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Form of workJob Description
We are looking for an experienced and exceptional Supervisor that will lead and develop our Call Center initiatives, which is to make sure we book warm, pre-qualified appointments for our Sales Representatives to be successful. Our Call Center Supervisor will be responsible for shouldering essential reports as well as coaching and delivering feedback to our team of Appointment Coordinators on a daily basis. The ideal candidate will possess great communication skills and the ability to lead and motivate in a fast-paced team environment.
Your responsibilities:
- Improve efficiency - Provide real-time coaching, monitor live calls, review recorded calls, and measure performance with key metrics.
- Optimize and motivate - Devise ways to optimize procedures, develop and deliver training, and motivate the team.
- Facilitate problem-solving – Build, establish, and maintain open lines of communication with agents, peers, managers, and/or vendors to facilitate problem-solving and update management and staff accordingly.
- Drive excellence – Achieve excellent performance from the team that will continue to foster sustainable business growth.
- Exceed customer expectations – Always strive to meet and exceed customer satisfaction expectations.
Your capabilities and qualifications:
- High School Diploma, GED, or foreign equivalent required.
- 2+ years of Call Center leadership experience in a leadership role is required.
- Proven record of developing and coaching high-performing teams.
- Effectiveness in managing operational requirements and procedures in a Call Center.
- Strong listening, verbal, and written communication skills.
- Exceptional analytical and problem-solving skills with the ability to think quickly under pressure.
- Strong attention to detail and the ability to multi-task.
- Proficient with MS Office Suite and the ability to navigate quickly within various computer programs.
- Ability to multi-task as well as readily shift priorities is essential for this position.
- Must be able to pass a drug screen and background check.
- Availability for set schedule: Wednesday - Sunday 11 am to 8 pm (Sundays 10 am-5 pm).
Florida Window and Door is one of the leading window and door companies in Florida and is currently ranked the 20th largest remodeling company in the nation per Qualified Remodeler. We have experienced tremendous growth over the last few years, growing to more than $100mm in annual sales as we continue to expand.
