Call Center Operations Manager
2 weeks ago
Don Kennedy Roofing Company, a leading roofing contractor, is seeking a highly skilled Call Center Manager to oversee and manage a team of customer service representatives. The successful candidate will be responsible for ensuring exceptional service delivery and operational efficiency in our contact center.
Key Responsibilities:
- Manage a team of 6+ customer service representatives to achieve targeted metrics and support the organization's core values.
- Perform quality monitoring of telephone conversations and written communication, providing feedback and coaching to staff as needed.
- Supervise staff, provide performance feedback, guidance, coaching, training, motivation, performance appraisals, and progressive discipline when warranted.
- Participate in the phone interview process, new employee orientation, and training, ensuring timely development of performance appraisals and communicating job expectations.
- Proactively identify improvements to tools and processes to drive better outcomes for customers and employees.
Requirements:
- A minimum of three years' experience in a high-volume, lead-generating call center environment.
- A minimum of 1 year supervisory experience, including managing direct reports, performance management, coaching, disciplinary actions, professional development, and annual performance evaluations.
- Bachelor's Degree preferred.
- 1+ year of ServiceTitan and Five9 experience preferred.
Benefits:
- Paid Holidays
- Paid Vacation
- Insurance Benefits (Health, Life, Disability, Dental, Vision)
- Quarterly Bonus Opportunities
- 401k Plan
- Hands-on training
- Internal advancement
- Salary position
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Call Center Operations Manager
2 weeks ago
Nashville, Tennessee, United States Don Kennedy Roofing, Inc. Full time{"title": "Call Center Manager", "description": "Job SummaryDon Kennedy Roofing Company, a leading roofing contractor, is seeking a skilled Call Center Manager to oversee and manage a team of customer service representatives. The successful candidate will be responsible for ensuring exceptional service delivery and operational efficiency in our contact...
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