CALL CENTER MANAGER

NRG Clean Power is California’s leading energy efficient provider, with over 30 years of superior customer service. We are a total home performance company devoted to sustainability and energy efficiency. We believe the future is clean, renewable energy and with your help we are committed to creating it together.

Our goal is to eliminate as much harmful pollution to our beautiful green earth as we can. We only partner with strong and stable manufacturers that are leaders in the industry.

We have a 100% satisfaction guarantee and the only Lifetime Warranty.We’ve provided countless numbers of families with high-powered solar systems to help them gain freedom from the sky-rocketing utility rates.

The Call center manager will supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. You will be managing both an outbound telemarketing team as well as an inbound lead gen team.

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 also 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 :

• Hire, train and onboard new Call Center Agents as required to meet quota
• Provide coaching and training to call center agents on an ongoing basis
• Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency
• Manage distribution of incentives
• Listen to call recordings and coach accordingly
• Scheduling of team
• Run all call center meetings
• Keep high energy in the center
• Ensure that all employees follow the company’s best practices for call center management and operations
• Act as a liaison between call center and other departments
• Coordinate with Accounting on payroll
• Review messages for cancelled/rescheduled appointments
• Assist with confirmation of leads
• Dispatch leads to sales reps, including ordering Helioscopes
• Redistribute Lost leads to appropriate teams
• Manage team to KPI’s

Qualifications:

• At least 2 years managing daily functions of a call center
• Knowledge of VCdialer including monitoring/running of dialer
• Previous experience in the HVAC/Solar/HomeImprovement industry
• Exceptional interpersonal, customer service,problem-solving, verbal and written communication, and conflict resolution skills.
• Strong coaching and leadership skills, ability to motivate employees
• Positive attitude and energy
• Excellent phone etiquette and written communication skills
• Proficiency with necessary technology,including computers, software applications, phone systems, etc.

NRG Clean Power provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.