Seeking dynamic, results-driven Call Center Manager with a proven track record of success for an exciting role in our fast-paced inbound call center. Our growth has generated the need for a success-minded manager who can fully optimize our lead conversion opportunities.
Call Center Manager
Improveit, a leading Central Ohio remodeling firm for over 30 years, is looking for a highly driven Call Center Manager who has a passion for developing and coaching agents to reach their fullest potential by maximizing their ability to convert inbound inquiries into appointments. This ideal candidate for this position is a killer blend of driven go-getter with a strong dose of management acumen and call-handling finesse.
Our Call Center Manager role is NOT a Cold-Call Management position. This position oversees a Call Center team where homeowners are requesting appointments for quotes on the services we provide. The leads are generated from our own digital marketing, partnerships with leading, well-known industry powerhouses, and related quality advertising and marketing relationships.
Call Center Manager Essential Duties:
- Coaches and develops inbound call center representatives to ensure they meet or exceed performance standards.
- Monitors calls and listens to recordings to ensure appropriate demeanor, technical accuracy, and conformity to script and company methodologies is followed by all representatives.
- Monitors productivity of representatives and communicates key data to employees and management.
- Monitors, analyzes and reports on individual and team results and acts on both positive and negative performance trends to insure attainment of goals and performance targets.
- Assists representatives with lead handling processes, data management procedures, and technical questions.
- Creates and maintains representative’s schedules, ensuring coverage during the most opportune times to optimize the ability to reach prospects.
- Documents all interactions with direct reports including coaching sessions, areas of opportunity, action plans, and disciplinary actions.
- Communicates and follows up to insure representatives are fully informed of all new information related to new lead sources, program additions and/or changes.
- Develops, administers, and maintains performance-based incentive plans with management approval.
- Studies and standardizes procedures to improve efficiency of representatives and maximum return on the Company’s marketing investments.
- Provides regular feedback and improvement suggestions to management regarding call handling scripts, rebuttals, lead management SOPs and campaign optimization ideas.
- Maintains positive, upbeat work environment and sets the tone and pace for the team.
Call Center Manager Qualifications:
- Education : High School Diploma, required. Bachelor’s degree, preferred.
- Experience : 3+ years Call Center Manager experience, preferably in a performance-based inbound sales environment
- Oral communications skills : exceptional oral communications skills are required; ability to speak clearly and persuasively regardless of prospect’s demeanor or responses.
- Written communication skills : ability to write professional correspondence, appropriate for all levels of management.
- Scripting: ability to develop scripts, script additions, customized openers, and rebuttals, as needed.
- Coaching : desire and ability to coach team members to reach their performance goals and full potential through ongoing coaching, mentoring, role playing and other activities.
- Culture Development : ability to create and foster a positive work environment and a winning culture.
- Staff Management : willingness to take responsibility for all team members performance and provide regular performance feedback, develops individual skills, and encourages growth and success.
- Technical Abilities : strong technical aptitude, including ability to use a CRM (Customer Relationship Management System) to track and disposition leads and monitor KPIs
- Self-Improvement : continually works to improve supervisory skills and grow ability to lead and feed the success of the team.
- Continuous Improvement : constantly looks for ways to increase individual staff and team performance.
- Attendance and Punctuality : consistently arrives at work and on time and ensures work responsibilities are covered when absent. Sets the example for the team.
Call Center Manager Benefits & Perks:
We are committed to the success of the Call Center Manager by offering the following:
- Highly Competitive Salary + Performance-Based Incentive Program
- Paid Time Off (vacation, Holiday, sick time)
- Health Benefits (Medical/Dental Coverage Options)
- 401K Savings Program
- AFLAC Supplemental Insurance
- Career Advancement Opportunities
- Use of Latest Technologies to Support Success
- Positive, Collaborative and Growth-Oriented Culture
- Stability of a 30-year Industry Leader
- Substantial company investment into lead flow to support Manager’s compensation goals