Call Center Manager
2 weeks ago
About Us:
Brody Pennell is a leading provider of HVAC solutions, dedicated to delivering exceptional service and quality products to our customers.
**Job Description**:
Key Responsibilities:
- Lead and manage the day-to-day operations of the call center, including scheduling, staffing, and performance management.
- Develop and implement strategies to improve call center efficiency and effectiveness, including process improvements and technology enhancements.
- Monitor call center metrics and KPIs to ensure performance goals are met or exceeded.
- Provide leadership, coaching, and development opportunities to call center staff, fostering a positive and supportive work environment.
- Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
- Collaborate with other departments, such as sales, technical support, and dispatch, to ensure seamless coordination and communication.
- Develop and maintain call center policies, procedures, and quality standards.
- Stay informed about industry trends, best practices, and regulatory requirements related to call center operations.
Qualifications:
- Proven 5 years of experience in call center management, preferably in the HVAC or related industry.
- Strong leadership and people management skills, with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, employees, and other stakeholders.
- Proficiency in call center software and technology, with the ability to analyze data and generate reports.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Commitment to delivering exceptional customer service and maintaining high standards of quality.
Pay: $25.00 - $32.00 per hour
Expected hours: No less than 40 per week
**Benefits**:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
- Weekends as needed
Work Location: In person
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