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Call Center Manager
Location:
Merrillville, IN
Description:
Call Center Manager needed immediately in the Merrillville, Indiana market! We are the fastest growing acrylic bath remodeling company and we need someone who can recruit, hire and train a team of Call Center Reps. Zeller NWI Baths is a multi-million dollar bath remodeling company and is looking for a Call Center Manager to help grow the company to the next level. The goal of the call center is to convert leads to high-quality appointments for our outside sales teams. The ideal candidate has experience in training, coaching and developing call center staff. The Call Center Manager also has a proven record of accomplishment in extensively using data insights to meet and exceed appointment setting goals. Essential Duties and Responsibilities include the following, other duties may be assigned: Maintains and improves call center operations by monitoring employee performance via listening to calls. Will also include follow-up training and coaching based on those findings. Pulls reports from CRM and provides weekly recommendations to the Marketing department. Works with the Marketing Director to identify call, text, and email campaigns, including automations to improve appointment set rates. Ensures accurate data capture in the CRM. Oversees dispositioning and returning of leads on all lead sources and platforms, as well as appointment resulting. Communicates regularly with the Marketing Director to identify lead source issues, trends, and areas for improvement. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies. Ensures the call center staff is available 90% of shift to take inbound/outbound calls; acts as additional caller when needed. Competencies: To perform the job successfully, an individual should demonstrate the following competencies: 3-5 years' experience managing a call center or supervising a team within a large call center Direct experience in the home improvement industry or lead generation B2C call center a plus but not required Proven record of accomplishment in a managerial role Knowledge of CRMs and call center software Outgoing and energetic personality Excellent call control and customer service Ability to work with a variety of personalities in all forms of communication Can manage competing priorities A strong focus on people and processes to improve call center success Excellent verbal and written communication skills Ability to perform under pressure While performing the duties of this position, the employee is regularly required to sit Compensation: The Call Center Manager is compensated via a strong base salary and bonus structure tied directly to appointment setting metrics. Powered by JazzHR
Company:
BCI Acrylic Independent Dealers
Posted:
March 1 on The Resumator
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More About this Listing: Call Center Manager
Call Center Manager is a Customer Service Call Center Representative Job at BCI Acrylic Independent Dealers located in Merrillville IN. Find other listings like Call Center Manager by searching Oodle for Customer Service Call Center Representative Jobs.
Call Center Manager is a Customer Service Call Center Representative Job at BCI Acrylic Independent Dealers located in Merrillville IN. Find other listings like Call Center Manager by searching Oodle for Customer Service Call Center Representative Jobs.