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Call Center Manager

4 months ago

Bethlehem, United States Master's Home Solutions Full time

**About Us**

Master's Home Solutions is a third-generation family-owned business specializing in home improvement services since 1957. We pride ourselves on delivering the highest quality in roofing, windows, siding, doors, bathrooms, and walk-in tub replacements. We are looking for an exceptional Call Center Manager to join our team and help us continue our tradition of excellence.

**Job Summary**

The Call Center Manager is responsible for overseeing the day-to-day operations of our call center, ensuring that it runs smoothly and effectively. This role includes supervising a team of call center agents, implementing strategies to improve productivity, and delivering the highest level of customer service to our clients.

**Responsibilities**
- Manage daily operations of the call center, including staffing, performance monitoring, quality assurance, and data reporting
- Hire, train, and evaluate call center agents, providing regular feedback and coaching
- Implement and review operational protocols and procedures to improve efficiency
- Ensure customer satisfaction by resolving issues and handling inquiries promptly and professionally
- Conduct regular team meetings to set goals and discuss any updates or changes in company policy
- Manage performance metrics and generate reports for upper management
- Analyze data related to call center metrics to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Serve as the liaison between the call center and other departments within the organization
- Work with Salesforce CRM to track calls, client interactions, and other relevant information
- Ensure compliance with all regulations, policies, and procedures

**Qualifications**
- Bachelor's degree in Business, Management, or related field preferred
- 3-5 years of experience in call center management, home improvement industry experience is a plus
- Excellent leadership and team management skills
- Strong communication and interpersonal abilities
- Proficient in Microsoft Office Suite, with a focus on Excel for data analysis
- Experience with Salesforce CRM is highly beneficial
- Able to handle stressful situations and make decisions quickly
- Knowledgeable in performance metrics and KPIs
- High level of professionalism and customer focus

**Benefits**
- Competitive salary with performance-based bonuses
- Health, dental insurance
- Employee discounts on home improvement services
- Opportunity for career advancement within the company

Pay: $50,000.00 - $75,000.00 per year

**Benefits**:

- Dental insurance
- Health insurance
- Paid time off

Schedule:

- Monday to Friday
- Weekends as needed

Work Location: In person