Call Center Manager

We are a fast-growing Impact Window and Doors Company looking for an experienced Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. This position is located at our Hollywood Location. An excellent call center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company.

Responsibilities

• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Workforce Management and attendance
• Hire, coach and provide training to personnel to maintain high customer service standards as needed
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
• Work with employees on Quality and Compliance
• Manage schedule adherence

Skills

• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient

Work Location:

• One location

This Company Describes Its Culture as:

• Team-oriented — cooperative and collaborative
• People-oriented — supportive and fairness-focused