Call Center Manager

4 weeks ago

Wichita, United States BCI Acrylic Independent Dealers Full time
Job DescriptionJob Description

Mid Kansas Exteriors, Inc 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.

Job Type: Full-time

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