Call Center Manager

Statewide Windows and Doors is one of Florida’s largest glass and glazing contractor and is searching an motivated and experienced Call Center Manager. The Call Center Manager will report directly to the President. This position shall oversee the organization’s call center outreach and appointment setting initiatives. The Ideal candidate will have an energetic and positive personality with good work ethic and a desire to meet and exceed targeted goals. This is a full-time position ready for immediate occupancy.

Essential Job Functions

• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Developing call scripts to better engage new customers.
• Ensuring call center staff are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Track payroll and bonus structure with reports and incentive documentation.
• Assume accountability for the delivery of value-adding operations management services in support of approximately 10 call center agents.
• Assisting other management team members in identifying trends and establishing call center goals.

Competencies

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Must be fluent in English
• Microsoft Office

Preferred Education and Experience

• High School Diploma, GED or Equivalent
• Five to seven years of call center management experience with two years in inbound operations management.
• Excellent oral and written communication skills.
• Windows/Doors knowledge huge PLUS!
• Bilingual in English Spanish PLUS!
• Over $100k total compensation including base salary and bonus

Benefits

• Medical, Dental, Vision benefits available
• Paid holidays & Two weeks PTO'

'Benefit Conditions: * Waiting period may apply This Job Is:

• A job for which military experienced candidates are encouraged to apply
• Open to applicants who do not have a high school diploma/GED
• A “Fair Chance” job (you or the employer follow Fair Chance hiring practices when performing background checks)
• Open to applicants who do not have a college diploma

Work Remotely

• No

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Detail-oriented -- would rather focus on the details of work than the bigger picture
• Achievement-oriented -- enjoys taking on challenges, even if they might fail
• Autonomous/Independent -- enjoys working with little direction
• High stress tolerance -- thrives in a high-pressure environment

Job Type: Full-time

Pay: $33,429.00 - $97,942.00 per year

Benefits:

• Employee discount
• Health insurance

Schedule:

• Monday to Friday
• Weekend availability

Supplemental Pay:

• Bonus pay
• Commission pay

Work Location: One location