Home Improvement Call Center Manager

3 weeks ago

Valley Village, United States Reliable Roofing Full time

**Job description**:
Professional Salesperson Wanted By Industry Leader
Excellent Pay
- Excellent Career
Experience in home improvement, remodeling or construction a great plus
**_Closer mentality a must_**

Construction company with a focus on roofing
Serving our customers for over 20 years
National Company with a strong local presence

**Responsibilities**:
**Call Center Manager Essential Skills**:

- Problem-solving and conflict resolution skills
- Communication skills
- Analytical abilities
- Organizational and multitasking skills
- Strong leadership skills

**Call Center Manager Roles & Responsibilities**:

- Work with other management team members to develop call center objectives, keeping profitability and efficiency in mind
- Lead team meetings and coach and motivate team members
- Train call center personnel
- Analyze call center data and prepare reports for upper management.
- Evaluate staff effectiveness and performance annually or on an as-needed basis
- Provide leadership and guidance to the dispatch
- Monitor and report dispatch performance statistics.
- Provide oversight for carrier scheduling and routing software implementation, including managing any necessary updates to ensure compliance with contract requirements
- Ensure that all dispatchers receive adequate training
- Establish, monitor, and implement procedures for evaluating performance of employees
- Mediate problems and disputes between dispatch/route service personnel and customers as needed
- Ensure that department personnel adhere to all company policies concerning ethics, legal compliance, safety, customer service and environmental protection standards.
- Coordinate any necessary disciplinary action with the company’s human resources
- Ensure that all equipment is properly maintained and operational at all times, including workstation computers, telephones/all communications devices
- Perform other duties as assigned by management.

**Day-to-Day Duties**:

- Hire, train, and manage a team of call center representatives
- Work with call center representatives to solve problems like difficult calls from angry customers
- Collect and Analyze call center statistics and adjust processes to meet or exceed goals
- Create daily/weekly reports

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