Job Details
Qualifications
- Bachelor's degree
- Call center management
- Communication skills
- Management
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Job Description
***Please read the entire job post. If you fail to read the entire post, you will miss a vital step that will automatically disqualify you***
Do It Right Plumbers is seeking an experienced Call Center Manager capable of cultivating and guiding a team to efficiently handle inbound calls, outbound customers, and successfully schedule appointments to fill our call boards for our Plumbers.
Join our dynamic team as a Call Center Manager and play a key role in driving operational excellence and customer satisfaction.
Responsibilities:
Craft outbound scripts and collaborate with your CSR team to contact customers and schedule appointments
Oversee and manage the day-to-day operations of the call center, ensuring smooth and efficient performance
Develop, motivate, and inspire a brand new team of customer service representatives to consistently deliver outstanding service
Set performance goals and metrics for the team, monitor individual and team performance, and provide regular feedback and coaching.
Continuously evaluate and improve call center processes and procedures to optimize performance and achieve business objectives.
Generate reports and analyze call center data to identify trends, areas for improvement, and opportunities for enhancing service quality.
Create inbound and outbound call script templates
Run CSR Performance Reports, daily, weekly, monthly
Provide consistent coaching to employees
Interview potential candidates for hire
Onboard and train new hires
Participate in training so that you grow and develop as a professional.
Requirements:
Proven experience in call center management or a similar leadership role.
Excellent leadership and people management skills, with the ability to inspire and motivate a team.
Strong understanding of call center operations, KPIs, and performance metrics.
Exceptional communication and interpersonal skills to interact effectively with team members, stakeholders, and customers.
Analytical mindset with the ability to utilize data for decision-making and continuous improvement.
Customer-focused approach and commitment to delivering exceptional service.
Proficiency in call center software and tools.
Service Titan Software Knowledge a Plus
Flexibility to adapt to changing priorities and a fast-paced environment.
Bachelor's degree in a relevant field (preferred).
Pay: $65,000 - $78,000 per year (DOE)
Only 1 spot available so apply ASAP.
Benefits:
401(k) with 4% match
Dental Insurance
Health Insurance
Visions Insurance
Life Insurance
Paid Time Off
Paid Holidays
Work From Home - Fully Remote
Join our team and make a significant impact on our call center operations as a Call Center Manager. We offer a competitive salary, comprehensive benefits package, and a collaborative work environment. Take the next step in your career and apply now!
To apply, please submit your resume and a cover letter detailing your relevant experience and why you're the ideal candidate for this role. You must complete the assessments to be considered for this role.