Call Center Manager

Are you looking for a career where there is opportunity for growth, where you can enjoy a healthy work life balance, and work with a team that truly values you?

Our company is big enough to offer great pay & benefits, but small enough that what you do everyday matters, and you have a voice in shaping the future growth of the company.

We offer:

• Paid time off
• 8 Paid Holidays
• Catered lunch every Wednesday!
• Competitive pay
• 401k with company match
• Health benefits including Vision and Dental

We are looking for someone with a friendly, upbeat demeanor with the ability to thrive in a fast-paced environment who is willing to work as a team to get the job done!

General Tasks Include:

• Manage an Inside Sales Team of 7.
• Monitoring and improving important key performance indicators.
• Auditing Call logs.
• Calling to schedule appointments for new and existing customers.
• Calling and following up with customers on estimates given.
• Oversee customer facing messaging platforms and ensure responses given by the department meet company expectations.
• Communicating with our field sales team to coordinate appointments and resolve customer inquiries.
• Manage and maintain the calendars for the Field Sales team.
• Oversee file and call audits.
• Work with marketing team to review COM weekly and provide feedback on lead quality.
• Manage the backend of the phone systems and act as the system administrator for all office staff.
• Manage all phones lines for current staff and new hires. Monitor numbers for spam.
• Oversee all call campaigns and create new campaigns as needed.
• Build and analyze reporting on contact center data.
• Complete Annual performance reviews for the ISR department.
• Conduct regular QA audits and provide coaching on agent calls.
• Act as the liaison between internal operations and our Answering Service.
• Create and maintain call center scripting and training documents.
• Update processes and policies for the department as needed.
• Other duties as assigned.

Requirements

• 3 years of Customer Service Experience
• 1 year of Management Experience
• Strong ability to multitask.

We are excited to hear from you!

Salary (in USD)

$70000 to 85000 Per Year