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Call Center Operations Manager

2 months ago

Nashville, Tennessee, United States Don Kennedy Roofing, Inc. Full time
{"title": "Call Center Manager", "description": "Job Summary

Don 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 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
", "lang_code": "en"}