Call Center Operations Manager

4 weeks ago


Harrisburg, Pennsylvania, United States Focal Point Remodeling Full time
Job Overview

Focal Point Remodeling is seeking a seasoned leader to oversee the daily operations of our call center. As a Call Center Supervisor, you will be responsible for ensuring seamless service, developing and implementing policies to boost operational efficiency, and leading, training, and motivating your team to maintain high performance and professional growth.


Key Responsibilities
  • Oversee the daily operations of the call center, ensuring everything runs smoothly and efficiently
  • Develop and implement policies to boost operational efficiency
  • Monitor performance metrics like call volume and customer satisfaction
  • Lead, train, and motivate your team to maintain high performance and professional growth
  • Handle escalated customer inquiries, resolve issues promptly, and coordinate with other departments to ensure seamless service
  • Keep senior management in the loop with regular performance reports and stay up-to-date with industry trends to keep our operations at the top of their game

Requirements

We are looking for someone with a Bachelor's degree in Business Administration, Management, or a related field, and proven experience as a Call Center Lead/Supervisor or a similar role. Proficient in call center software and CRM systems is a plus, along with strong leadership and management skills. Excellent communication, analytical, and problem-solving abilities are a must, as well as the ability to thrive in a fast-paced, high-pressure environment.


What We Offer

You'll enjoy a competitive salary, with opportunities for bonuses based on performance. We offer fantastic benefits, including medical insurance, paid vacation, and professional development opportunities. Join a team where your leadership is truly valued, and where you'll play a key role in shaping the future of our customer service operations.


About Focal Point Remodeling

We are a people-first company raising the bar for excellence and integrity. At Focal Point Remodeling, we strive to be the #1 place to work in the home improvement industry. Our goal is to become the most trustworthy and recognized remodeling company in the nation.



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