Proven experience as a call center manager, director, or leadership role, preferably in an outbound setting.
Job Summary:
We are seeking a highly skilled and experienced Call Center Manager to oversee our newest call center opening in Bonita Springs. Our headquarters is located in Algonquin (about 40 miles from downtown Chicago) and this is our first Florida center. We are an outbound call center that focuses on lead generation and appointment setting. As a center manager, you will play a crucial role in the growth and development of our newest branch while maintaining a commitment to our goals and values. It will be your responsibility to ensure that our team meets and exceeds their KPIs, while providing stellar customer service. An ideal candidate has proven leadership skills, a passion for coaching and developing a successful team, and a track record of achieving great results.
A 4 week training in Illinois prior to the center opening is a mandatory job requirement. This is so you can learn on site in an active center, get to know our culture, and have the chance to hone your skills. Travel and lodging will be provided.
Responsibilities:
- Provide strong leadership and teach by example. We do not put up with office drama or negativity, and we believe that a positive and collaborative environment leads to success for all.
- Manage and supervise a team of customer service representatives, providing guidance and support
- Set performance goals and objectives for the team, monitoring progress and providing feedback
- Develop and implement strategies to improve call center efficiency and productivity
- Analyze call center data to identify trends, issues, and areas for improvement
- Ensure adherence to company policies and procedures, as well as industry regulations
- Conduct regular performance evaluations and provide coaching and training as needed
- Stay updated on industry trends and best practices in call center management
Campaign Management
- Overseeing the planning and execution of dialing campaigns, and being up to date on our goals, KPIs, and client requirements.
- Familiarize yourself with the ins and outs of our predictive dialer. Use reports and data to develop and implement strategies to optimize campaign performance and maximize results.
- Monitor agent calls daily, coach in real time, and take proactive measures to ensure our targets are being met or exceeded.
- Work with our quality assurance team and use their feedback to improve agent performance.
- Reporting and Analysis - Generate and analyze reports to assess campaign effectiveness, identify trends, and make data-driven decisions.
Culture
We want to become one of the best places to work in America, and you will be a huge part of shaping our Florida center. We strive to make our office a safe place, and we make sure that our employees are our first priority. We reward successes as much as we focus on improving failures.
Requirements:
- Understanding and using call center technology to streamline processes, track performance, and enhance efficiency.
- CRM use - We use Zoho internally and most of our clients use Service Titan, so being tech savvy is a must. If you struggle to be tech literate, this is not the job for you.
- Strong understanding of call center operations, technology, metrics, and KPIS
- Excellent communication and interpersonal skills
- Demonstrated ability to lead, coach, and motivate a diverse team professionally.
- Ability to multitask and delegate as needed
- Analytical mindset with a focus on data-driven decision making
- Proficiency in call center software and technology
- Ability to work well with others on every level
EDUCATION AND EXPERIENCE
- Bachelor’s degree in communication, business, management, or a related field
- Minimum of 5 years of relevant experience in call center management
- Experience in outbound appointment setting / lead generation is highly desirable
- Experience within the HVAC industry a bonus
If you are looking for a job that you will fall in love with, that gives you tons of opportunity to grow, we invite you to apply for this opportunity. Join us in shaping the future of our business, and mapping the road to success.
We offer competitive incentives, including benefits such as healthcare coverage, matching 401k, and professional development opportunities. If you are a dynamic leader with a passion for delivering exceptional customer service, we would love to hear from you.
Please note that only qualified candidates will be contacted for further consideration.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
Experience:
- Call center management: 5 years (Preferred)
Work Location: In person