Call Center Manager
3 weeks ago
Call Center Manager
Tampa, FL
Bring your call center management experience and join our client, a private-equity backed real estate company who own / operate 200+ manufactured home communities across the USA. This role will directly impact new home sales and resident satisfaction.
Highlights:
- Fast-Growing Company: Our client is backed by a Top 20 Private Equity firm and is in a major growth and reinvestment phase, this is a “ground floor” opportunity with excellent future career opportunities.
- Leadership Role: Lead an enthusiastic 7-10 member call center team + get your own office.
- Impactful Role: As leader of the national call center, you’ll bring impact daily to associates across the country.
What you’ll do:
- Oversee the day-to-day operations of the company call center which include hiring, training, coaching, leading a team of call center representatives, setting performance goals, monitoring customer service quality, implementing strategies to optimize call center efficiency, and achieving customer satisfaction targets.
- Additionally, this individual works directly with cross functional key stakeholders at the community, regional, home office, and leadership levels.
Responsibilities:
Team Leadership (50%)
- Hire, onboard, and train new call center representatives.
- Provide ongoing training and development for team.
- Coach and motivate team to achieve performance goals.
- Coach team through challenging customer calls.
- Provide performance evaluations and feedback to team.
- Address any team member concerns and resolve issues swiftly.
- Lead team meetings.
Operational Oversight (30%)
- Monitor call center metrics (call volume, average handle time, etc.)
- Analyze call center data to identify areas for improvement.
- Implement process changes to optimize efficiency.
- Prepare team work schedules to ensure maximum coverage and meet call volume demands.
Customer Service Focus (10%)
- Ensure high-quality customer interactions.
- Handle escalated customer complaints and issues.
- Monitor customer feedback and implement improvements.
- Set customer service standards and expectations.
Strategic Planning (5%)
- Develop monthly, quarterly and annual call center goals and action plans.
- Identify new technologies and tools to improve call center operations.
- Budget and resource allocation for the call center.
- Analyze call center data, prepare reports, and develop presentations for leadership.
- Prepare and review monthly commission statements for leadership approval.
Other (5%)
- Complete required tasks accurately, expertly, and in a timely manner, while handling multiple priorities.
- Attend regular weekly meetings to review call center strategies.
- Fully collaborate with all key stakeholders to meet or exceed company objectives and goals.
What you’ll need:
- High school diploma or GED is required.
- Minimum of 3 years’ relevant work experience leading a call center team.
- Experience developing processes and procedures for call center optimization is preferred.
- Strong customer service skills.
- Strong leadership, coaching, motivating and mentoring skills - must be effective at providing detailed and specific feedback to team to equip them to meet identified business goals. Must be effective at giving and receiving feedback.
- Strong interpersonal, written, and verbal communication skills.
- Ability to work in a fast paced and team-centered environment.
- Enjoy collaborating, being a team player with a strong work ethic, accepting constructive feedback, and following directions from a manager.
- Committed to self-development of call center operations and technological advancements.
- Ability to use the Microsoft Office suite of products including Outlook.
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