Contact Center Manager

About Us:

Gutter Guards America is a family-operated home improvement company dedicated to providing high-quality gutter protection solutions. Our centralized call center is essential in scheduling appointments and ensuring customer satisfaction. We are looking for a Contact Center Manager to oversee our growing team and improve our operations.

Position Summary:

The Contact Center Manager will be responsible for managing the daily operations of our call center. This role involves supervising call center agents, auditing calls, handling objections, and implementing training programs. The ideal candidate will have strong leadership skills and a focus on enhancing customer service.

Responsibilities:

• Supervise daily call center operations to ensure efficiency and effectiveness.
• Conduct regular call audits to maintain high standards of customer service.
• Facilitate role-playing sessions to improve agents' objection handling skills.
• Develop and implement training programs, including writing and maintaining documentation.
• Manage the hiring process for new call center agents.
• Monitor call center metrics and report performance to the Director of Marketing and the company owner.
• Address escalated customer issues promptly and professionally.
• Ensure proper staffing levels during operating hours (8 AM - 8 PM, Monday to Friday; limited weekend hours).
• Be available on-call during non-office hours for urgent issues.
• Collaborate with other departments to ensure seamless operations.

Qualifications:

• Proven experience in call center management or a related field.
• Strong supervisory and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance metrics and implement improvements.
• Problem-solving skills and a customer-centric mindset.
• Flexibility to be on-call during non-office hours.
• Familiarity with call center software and CRM systems.
• Experience in the home improvement industry is a plus.

Benefits:

• Competitive salary ($55,000 - $65,000 per year)
• Health, life, dental, and vision insurance
• Paid time off and holidays
• Supportive, family-operated work environment
• Opportunities for professional growth and advancement

Location: In Office (Dublin, Ohio)

Job Type: Full-time

Salary Range: $55,000 - $65,000 per year

How to Apply:

Submit your resume and optional cover letter detailing your experience and qualifications.

Gutter Guards America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join our team and contribute to the growth and success of Gutter Guards America!

Salary : $55,000 - $65,000