Call Center Manager

Job Description

We are seeking a dynamic and experienced Call Center Manager to lead our customer service team. The ideal candidate will be responsible for overseeing daily operations, ensuring high-quality customer interactions, and driving performance improvements. This role requires strong leadership skills, the ability to communicate effectively, and a commitment to delivering exceptional customer service.

• Provide daily direction and communication to employees to ensure client calls are answered in a timely, efficient and knowledgeable manner.
• Through hiring, training and feedback ensures a world class client experience on every phone call.
• Ensure first calls each day are booked and confirmed the previous evening.
• Review schedule to ensure the right technicians are scheduled for the right jobs and job are prioritized correctly.
• Assist with supervising and dispatching of all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction.
• Provide outbound calling to supplement the demand that comes in. Responsible for filling the schedule every day or moving calls up on the schedule.
• Provide continual evaluation of phone calls with clients, processes, and procedures. Develop methods to improve area operations, efficiency, and service to both employees and clients.
• Resolve client concerns timely and efficiently.
• Using the established KPI’s, track lost calls/ booked calls, cancellation rate and call success for each person in the call center.
• Provide feedback and coaching on a regular basis to each team member, verbally and in writing.
• Write and administer performance reviews for skill improvement.
• Provide appropriate coaching, counseling, direction and resolution.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Respond to and resolves employee relations issues expressed by team members in a timely manner.
• Create and maintain a high-quality work environment to motivate team to perform at their highest level.
• Address disciplinary and/or performance problems according to company policy and maintain written documentation of any/all incidences.
• Responsible for the daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
• Work as a member/leader of special or ongoing projects that are important to area/process improvement.
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Uses appropriate judgment in upward communication regarding department or employee concerns.

• Experience with Service Titan and Dialpad
• High school diploma/GED required. Associate degree preferred.
• Self-starter, reliable, flexibility with hours
• Strong customer service and leadership skills
• Excellent interpersonal communication skills on a professional and technical level
• Able to work both independently and as part of a team
• Strong knowledge of Microsoft Excel, Word and Powerpoint
• Must be a critical thinker - Strong English composition skills
• Telephone etiquette and working knowledge of email systems
• Ability to develop tools that create efficiencies within department

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

• Microsoft Office: 1 year (Preferred)
• Management: 3 years (Required)