Call Center Manager
3 weeks ago
As a Call Center Manager, your primary responsibility is to build, operate and optimize the day to day functions of a team of appointment setters. You will lead, train, and mentor agents in a fast-paced outbound call floor environment to ensure success and a quality customer experience. Additionally, you'll oversee the team's efforts to achieve maximum efficiency and overall effectiveness.
This role is full time, in office at our American Fork location.
What you’ll do:
- Build, lead, and inspire a high-performing team, fostering a productive and consistency-oriented environment.
- Utilize reports and manage key performance metrics, performance criteria, policies and procedures to continuously improve agent productivity from a data-driven approach.
- Identify opportunities for enhancing call center protocols and collaborate with the Appointments team.
- Conduct regular one-on-one meetings, weekly meetings, coaching sessions, on-floor station switching, and performance reviews.
- Support talent management, via hiring, onboarding, and the aforementioned coaching.
What makes you qualified:
- 5-7 years experience in outbound call center operations, minimum 3 years of proven customer service management experience
- Experience building a high-performance call center team
- Background in high-volume customer service leadership or call center operations.
- Proficiency in identifying, coaching, and measuring core competencies and performance metrics.
- Exceptionally organized with attention to detail.
- Exceptional customer service, communication, problem-solving, and de-escalation skills.
- Comfortable engaging with professionals at all levels.
- High level of data fluency, with demonstrated experience using Microsoft Excel in a work environment.
- Experience in Solar or other Home Services industries preferred.
- Twilio, Five9, ActiveProspect, and Jira experience a plus.
Life at Buyerlink:
- Take part in our Service Days program - where you'll be rewarded with paid time off for volunteering and making a positive impact in your community.
- Join forces with our diverse Global Community and connect with team members from all over the world.
- We offer Comprehensive Benefits & a Wellness package to ensure your total well-being.
- We're dedicated to your professional growth and will support you every step of the way on your career path with ongoing Professional Development opportunities.
- Enjoy delectable, complimentary lunches, and participate in exciting team events in-office.
Who we are
As a fully integrated technology platform, Buyerlink simplifies online marketing, empowering businesses of all sizes to gain access to in-market locally-targeted consumer demand at scale. While Buyerlink is focused on providing a massively effective, locally targeted marketing solution, as a One Planet company our true fulfillment stems from operating a mission-driven business with a measurably positive impact on the world. Our fundamental values place love at the center of every facet of the business. We stand for social justice, women's rights, racial justice, and unity. Buyerlink provides the means to uphold our unwavering commitment to universal philanthropy.
The types of Personal Information we may collect (directly from you or from Third Party-sources) and our privacy practices depend on the nature of the relationship you have with Buyerlink and the requirements of applicable law. We endeavor to collect information only relevant for the purposes of processing. By continuing, you agree to Buyerlink's privacy policy, which can be accessed here.
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