Call Center Manager

Location: Des Moines, IA (100% onsite)

About the role

The Call Center Manager provides the tools, direction, and motivation to the Inside Sales team to deliver outstanding customer service and drive sales. This role serves as a liaison for other departments, ensuring adherence to corporate policies and procedures.

Responsibilities

• Directly manage the Call Center team by addressing questions related to promotions, blitzes, spiffs, policies, and procedures.
• Resolve issues related to order processing, customer relations, returns, and credits.
• Collaborate with Outside Sales Management to implement corporate directives.
• Develop and execute a weekly training program, including monitoring, coaching, and mentoring direct reports (including remote employees).
• Compile and analyze reports from Cognos, including sales and spiff goals, clinic territory assignments, customer target lists, and territory analysis.
• Review inactive accounts and assign them for cold calling.
• Submit Inside Sales Representative monthly reports to the National Inside Sales Manager.
• Create and analyze Call Center metrics and KPIs, suggesting operational adjustments to improve performance.
• Partner with Call Center Managers and ISR team leads to set and meet unified goals.
• Assist with annual performance reviews for Call Center Managers.
• Assist with budget allocations and adherence.
• Coordinate branch special incentive functions and spiffs with manufacturer partners.
• Organize vendor meetings, training webinars (e.g., Brainshark, channel-link, Vet-Advantage), and conference calls.
• Lead weekly team meetings.
• Maintain a PTO schedule to ensure adequate phone coverage.
• Track absences and tardies in accordance with the attendance policy.
• Process payroll timecards accurately and timely on a daily basis.
• Disseminate and interpret pertinent correspondence from internal and external customers to appropriate representatives.
• Perform other duties as assigned.

Supervisory Responsibilities

• Manage Call Center staff by providing tools, training, direction, and motivation.
• Interview, hire, and train new Inside Sales Representatives in cooperation with the National Inside Sales Manager.
• Administer progressive discipline for performance issues in accordance with the Performance Program, in cooperation with the National Inside Sales Manager or Human Resources.

Requirements

• High school diploma or equivalency (GED) required.
• 2–5 years of managerial experience (call center preferred).
• Minimum of two years of experience in the veterinary industry preferred.
• Minimum of two years of experience in customer service or phone sales required.
• Minimum of two years of experience with Call Center software and technology required.
• Proficiency in reading, writing, and speaking English.
• Ability to read and interpret documents such as safety rules, employment policies, operating instructions, and procedural manuals.
• Superior listening and verbal communication skills, including diplomacy and professionalism.
• Strong organizational skills and ability to work accurately with highly detailed information.
• Solid understanding of budgeting processes and basic financial analysis.
• Excellent leadership and interpersonal skills.
• Willingness to step in wherever the team or Manager needs support.

Mental & Physical Demands

• Attention to detail to ensure order accuracy.
• Ability to work at a fast pace to meet frequent deadlines and manage time effectively.
• Continuous contact with customers and direct reports.
• Regular interaction with co-workers.
• Potential for stress related to customer service problem resolution.
• Continuous and sometimes rapid use of hands for writing and computer keyboard operation.
• Continuous use of a computer monitor, requiring close vision.
• Continuous use of a telephone, including listening and speaking skills.
• Ability to work at a desk throughout the day.
• Ability to attend off-site meetings, which may require air travel.
• Periodic visits to the warehouse, with moderate exposure to dust and dirt.

Equipment Used

• Computer keyboard and terminal.
• Telephone.
• Fax and copier.

Schedule

• Work is typically performed Monday through Friday in the branch office.
• Weekend availability may be required.
• Occasional local and/or overnight travel as requested by management.

Pay

Compensation includes a salary plus bonus potential.

Benefits

• Medical, Dental, and Vision insurance.
• Life and Accidental Death & Dismemberment (AD&D) insurance.
• Short- and Long-Term Disability insurance.
• 401k plan.
• Paid holidays and Paid Time Off (PTO).
• Business casual work environment with weekly relaxed dress days.
• Regular events such as holiday contests, cookouts, and employee appreciation celebrations.

About Us

Midwest Veterinary Supply, Inc. (MVS) has provided quality service and merchandise to the veterinary profession since 1961. Our products are distributed from eight branches in key geographic locations. We pride ourselves on same-day order processing and next-day delivery. MVS carries products and equipment from most major manufacturers. As we continue to grow, our goal remains to provide the veterinary profession with the best service, quality merchandise, and competitive prices.