Call Center Manager

Job description

Inside Sales / Call Center Experience is Required. Must have management experience or have been a top producing call center agent!

Windows Direct USA is a leading home improvement company that is seeking a self-motivated, experienced Inside Sales / Call Center Manager responsible for developing and coaching a team of in-house call center agents selling In-Home Appointments. The Manager will ensure all key performance metrics are attained in addition to improving our customer experience and expanding our customer base. This person will manage our in-house agents processing inbound calls and making outbound calls in our call center. Our call center focuses on scheduling well qualified sales appointments from inbound & outbound calls for our outside sales teams. Answering questions and objections is essential in the success of the call center. We are looking for an energetic, customer centric, detail-oriented individual who will fit in well with our company culture. Competitive benefits, paid time-off and 401k program are just some of the things you can expect as a member of the management team.

Responsibilities

• Manage the lead collection process from initial inquiry to issuing the lead to the sales team.
• Oversee, hire & train on the lead handling process of our internal marketing call center reps to increase conversion from raw lead to set appointments
• Utilize our current customer database to increase repeat & referral business
• Achieves daily, weekly, monthly results working in collaboration with the other management team members and departments to drive continuous lead & appointment setting improvement.
• Schedule In home sales calls for our outside sales teams in the best way for success.
• Reviews daily performance of each call center representative and prepares reports for executive management.
• Recommends and conducts disciplinary actions when necessary. Mentors and coaches team members to instill confidence and increase productivity.
• Builds relationships to create a positive, professional work environment that focuses on providing exceptional customer experiences and increases the customer base.
• Works as a team player with other departments to ensure Department and Company goals are achieved.
• Maintains a sense of urgency to promptly respond to our customers needs.
• Leads by example and promotes a “customer centric” attitude at all times.
• Ensures customer service excellence and quality through employee interactions and daily, weekly and monthly mentoring.
• Conducts scheduling, work day break times, vacation, personal days, sick call in and coverage for occasional special events… as well as additional task assignments from time to time.
• Constantly assesses and manages staffing to meet work flow requirements.
• Assesses group performance and assists with record keeping for monthly sales incentives
• Conducts initial and ongoing training with all new call center sales representatives.
• Keeps track and monitor performance of appointment/lead cost in our CRM and prepare reports for management.
• Develop and maintain a successful rehash program bringing in additional revenue from past sales opportunities
• Other duties as assigned.

Qualifications

• Minimum of 1-3 years of supervisory experience in a high-volume sales call center managing teams of at least 3-15 (or more) representatives is required for this position. (In-Home appointment setting is a major plus)
• High School degree or equivalent required.
• Some College is preferred but not required. Appropriate in-field experience is always most valuable.
• Excellent verbal and written communication skills with the ability to communicate with all levels of staff.
• Excellent computer and telephone communication skills.
• Experience using high-volume call center software.
• Excellent listening skills.
• Ability to work with minimal supervision.
• Must understand call center metrics, processes, methodology & technology
• Ability to quickly gain thorough knowledge of our company’s products & services to support the inside call center representatives.

Benefits

We offer competitive compensation (salary plus uncapped bonuses for performance), and benefits that include healthcare, dental and vision plans, 401(k) program, and paid time off.

Job Type: Full-time

Salary: $60,000.00 - $90,000.00 first year earnings

Job Type: Full-time

Salary: $60,000.00 - $90,000.00 per year

Benefits:

Schedule:

Supplemental pay types:

Ability to commute/relocate:

Experience:

Work Location: One location