Call Center Manager

2 weeks ago

Laurel, United States HOMEFIX CUSTOM REMODELING Full time
Job DescriptionJob Description

**IN OFFICE IN LAUREL, MARYLAND-- NO REMORE WORK**

As a reflection of our continued growth, we have an exciting opportunity to join our team as the Call Center Manager/ Integration Specialist.

Must have experience in one of the following platforms:
Regal, Active Prospect, Ring Central, Five9

CRM Experience is a must

The Call Center Manager/ Integration Specialist is a vital role in the organization and will lead the development of the call center strategy and operations. The role will bridge the gap between “business” and “IT”.

 

Job Duties and Responsibilities:

  • Works across the organization (field teams and support teams) to develop best-in-class practices that support best-in-class results
  • Leads through continuous improvement to ensure optimal lead conversion and satisfaction
  • Creates and manages department key performance indicators / metrics to ensure teams are focused on meeting and exceeding goals.
  • Develops the service and sales practices required to meet the high expectations of the organization
  • Developing a strong sustainable team by attracting, developing, rewarding, and retaining talent
  • Motivates work force by exemplifying the company vision, mission, values, and culture
  • Forecasts department staffing needs and manages staffing levels, with a strong focus on developing and retaining strong talent
  • Focuses on continuous improvement and evolution of appropriate score cards, dashboards and other measures that will drive successful call center operations
  • Uses data to identify emerging internal and external business trends and uses information to develop short-term and long-term strategy to ensure continued success
  • Identifying strategic opportunities for adding efficiencies and cost-effective customer support solutions
  • Develops and manages relationships with external business partners
  • Develops and manages the department budget
  • Analyzes Profit and Loss statements, recommends changes in course of action
  • Assessing latest technology, vendors, tools and other trends and make strategic recommendations for implementation
  • Working knowledge of quality systems and technology that drives efficiency, productivity and cost effectiveness

Minimum Qualifications:

  • 5+ years of call/ contact center experience in B to C lead gen and sales support.
  • Significant experience in driving change management and influencing organizational culture and outcomes
  • Extensive experience building, leading, retaining and engaging successful teams
  • Demonstrated conceptual, analytical and strategic thinking capabilities
Company DescriptionDynamic and growing Home Improvement company with endless opportunities for advancement and growth. Amazing company culture that promotes individualism, nurtures creativity and new ideas. We conduct employee reviews regularly and reward production, improvement and results.

Do you find yourself asking this question? "How am I supposed to have 3-5 years experience if nobody will give me a chance?" If so, look no further. You have found the company that has and will continue to personally create the future leaders of the home improvement industry

HCR has served homeowners since 1990. We have made thousands of homeowners happy through the years with three simple rules for running our business: Hire GREAT people, choose the best products, and when there's a problem, make it rightCompany DescriptionDynamic and growing Home Improvement company with endless opportunities for advancement and growth. Amazing company culture that promotes individualism, nurtures creativity and new ideas. We conduct employee reviews regularly and reward production, improvement and results. \r
\r
Do you find yourself asking this question? "How am I supposed to have 3-5 years experience if nobody will give me a chance?" If so, look no further. You have found the company that has and will continue to personally create the future leaders of the home improvement industry\r
\r
HCR has served homeowners since 1990. We have made thousands of homeowners happy through the years with three simple rules for running our business: Hire GREAT people, choose the best products, and when there's a problem, make it right

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