Call Center Operations Manager

1 week ago

London, Ohio, United States Allstate Exteriors Full time
Job Title: Call Center Manager

We are seeking a skilled Call Center Manager to lead our customer service operations and handle phone calls related to roofing inquiries, service requests, and customer support.

About Us:

Allstate Exteriors LLC is a family-owned business dedicated to providing exceptional craftsmanship and quality roofing solutions to our clients. We're committed to improving the lives of the families we serve.

Responsibilities:

  • Team Leadership: Lead and supervise a team of customer service representatives while actively participating in call handling to maintain a customer-centric environment.
  • Call Handling: Manage inbound and outbound calls, setting appointments, providing knowledgeable assistance, and resolving customer inquiries promptly and professionally.
  • Performance Management: Set performance goals for the team and individually participate in call monitoring, coaching sessions, and performance evaluations.
  • Training and Development: Conduct training for new hires and provide ongoing coaching and development to enhance team members' skills and knowledge.
  • Customer Service Excellence: Personally handle escalated customer issues, demonstrating problem-solving abilities and ensuring resolutions that uphold company standards.
  • Workflow Management: Optimize call center processes to improve efficiency and ensure seamless communication between departments.
  • Reporting and Analytics: Generate reports on call center metrics, analyze data to identify trends, and implement improvements to enhance customer satisfaction.
  • Collaboration: Work closely with sales, operations, and other departments to ensure alignment and effective communication regarding customer needs and service delivery.
  • Technology Utilization: Utilize call center technology and CRM systems effectively to manage calls, track customer interactions, and maintain accurate records.

Requirements:

  • Proven experience as a Call Center Manager or similar managerial role in a customer service environment.
  • Proficiency in handling high-volume calls while maintaining composure and professionalism.
  • Strong leadership skills with the ability to motivate and inspire a team to achieve performance goals.
  • Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
  • Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to improve operations.
  • Problem-solving skills and the ability to resolve customer complaints and issues effectively.

Benefits:

  • Competitive salary commensurate with experience.
  • Health benefits package (medical, dental, vision).
  • Retirement savings plan (401k).
  • Paid time off and holidays.
  • Opportunities for career growth and advancement within the company.

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