Call Center Manager

About the role

The Call Center Manager oversees the operation of the call center. This individual will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products and troubleshooting techniques, analyze data, and focus on improving performance and processes to better support customers.

Responsibilities

• Develop call center day‑to‑day activities.
• Monitor schedules of all call center employees.
• Maximize productivity levels from all resources/employees.
• Track and report lead generation performance metrics.
• Calculate and report monthly commissions and bonuses for call center employees.
• Oversee hiring, coaching, and training of new employees to maintain high standards.
• Provide continued coaching and mentoring of all staff.
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and completing action plans.
• Perform job functions across all teams within the call center, including Setting Appointments, Confirmation, Verification, Rehash, and Training.
• Develop and implement process or operational improvements to enhance efficiency and effectiveness.
• Ensure productivity meets or exceeds service and quality standards.
• Assist in the development of scripts for Call Center Representatives.
• Analyze performance data to identify opportunities for improvement.
• Ensure outbound and inbound call center quality standards are adhered to.
• Maintain compliance with the Telephone Consumer Protection Act (TCPA) and federal and state Do Not Call (DNC) statutes and regulations.
• Perform other duties as assigned by Executive Staff.

Requirements

• Bachelor’s Degree in Marketing, Business, or Communication preferred (or equivalent call‑center experience).
• Proven experience in a home‑improvement call center environment.
• 10+ years of call‑center experience.
• 3+ years of leadership/management experience.
• Ability to pass a background check.
• Valid driver’s license.
• Physical demands: regularly required to sit; frequently required to talk or hear; occasionally lift/move up to 25 lb; vision requirements include close, distance, color, peripheral, depth perception, and ability to adjust focus.

Skills and Competencies

• Excellent attention to detail and strong time‑management skills.
• Strong analytical skills with the ability to make quick decisions.
• Ability to lead and manage a large team.
• Strong organizational abilities.
• Ability to multitask and prioritize based on changing demands and deadlines.
• Effective corporate communication skills.
• Leadership – combining hard and soft skills to effectively lead a large group of employees.
• Customer Service – responding promptly to customer requests for assistance and service.
• Problem Solving – addressing daily problems with urgency and proactively preventing future issues.
• Strategic Planning – interpreting and acting upon information relevant to long‑term organizational success.
• Time Management – organizing work time to complete all assigned tasks.
• Decision Making – applying experience and knowledge to make effective decisions.
• Communication – excellent listening and verbal communication skills.
• Organization – juggling and completing components of various projects, goals, and deadlines.
• Analytical – analyzing facts and statistics to develop and track performance.
• Business Acumen – aligning work with the company’s strategic goals.
• People Skills – collaborating effectively with others to accomplish job responsibilities.

Pay

$92,000 – $94,000