Call Center Manager

1 week ago

Nashville, United States Don Kennedy Roofing, Inc. Full time

Call Center Manager


Don Kennedy Roofing Company, two-time National Roofing Contractor of the Year, is looking for new additions to our team for the position of Call Center Manager. The Call Center Manager will be responsible for overseeing and managing a team of 6+ Customer Service Representatives to ensure exceptional service delivery and operational efficiency in our contact center. This position is an in-person role in our office in downtown Nashville. Our daily hours are 7:30-4:00.


Since 1978, our business has taken pride in serving homes and businesses in the Nashville and surrounding areas. We’re looking for team members who will bring honesty, a positive attitude, best effort, and consistent attendance to our team. As a growing business and trusted company in Nashville, the growth within our organization is exponential. We strive to provide long careers for our team members.


Qualifications:

• A minimum of three years' experience in a high-volume, lead-generating call center environment. • A minimum of 1 year supervisory experience, including but not limited to managing direct reports, direct performance management, coaching, disciplinary actions, professional development, and completion of annual performance evaluations.

• Bachelor’s Degree preferred

• 1+ year of ServiceTitan and Five9 experience preferred


Knowledge, Skills, and Abilities

• Strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations.

• Strong written and oral communication skills.

• Advanced Excel skills preferred


Essential Responsibilities and Functions:

• Manage call center staff, call center, and front desk representatives.

• Ensure all staff within the department support and uphold the organization’s Core Values

• Manage daily activities for 6+ call center representatives, including: manage resources to ensure we meet targeted metrics, manage personal requests from representatives, balance schedule based on availability, manage escalations from end customers, update relevant training materials, and integrate new systems or processes in support of business needs.

• Perform quality monitoring of telephone conversations and written communication, to include system notes and letters. Provides feedback, and coaching to staff as needed.

• Supervises staff and provides performance feedback, guidance, coaching, training, motivation, performance appraisals, and progressive discipline when warranted

• Participates in the phone interview process for the hiring process, new employee orientation and training, ensures the timely development of performance appraisals, communicates job expectations, enforces policies and procedures, and performs coaching

• Proactively identify improvements to tools and/or processes to drive better outcomes for customers and employees


Benefits

• Paid Holidays

• Paid Vacation

• Insurance Benefits (Health, Life, Disability, Dental, Vision)

• Quarterly Bonus Opportunities

• 401k Plan

• Hands-on training

• Internal advancement

• Salary position

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