Call Center Operations Manager

3 days ago

Fort Lauderdale, Florida, United States ProSolar America Full time
Job Summary

Oversee the daily operations of the call center to ensure optimal performance and continuous improvement in key performance indicators and client satisfaction.

Key Responsibilities:

  • Represent ProSolar America professionally while communicating with and educating potential customers.
  • Maintain the call center location and ensure a clean and organized environment.
    • Daily maintenance of the appearance of the physical location.
  • Train and coach call center staff to improve customer service skills and meet daily call and appointment quotas.
    • Through customer service issues and quality assurance feedback.
    • To maintain a positive attitude and provide excellent customer service.
  • Manage schedules for the team of Customer Service Representatives and ensure adequate staffing levels.
  • Listen to call recordings daily to monitor quality and accuracy.
  • Monitor Quality Assurance (QA) data entry for accuracy and coding.
  • Analyze call center data and prepare reports for management to inform strategic decisions.
  • Confirm all set appointments 24 hours prior to appointment time.
  • Perform the welcome call for ProSolar America.
  • Follow-up call to all prospective clients who completed a set appointment.
  • Utilize the company's software system to look up and record information regarding a customer's account.
  • Participate in developing monthly, quarterly, and annual call center goals and action plans.
  • Contribute to a team effort to meet or exceed service and quality goals.
  • Follow the disciplinary action and/or improvement plans for employees if goals are not being met.
  • Recommend improvement processes for the call center to management.
  • Implement and manage ProSolar America's Five Star Scoring program.
  • Other tasks as assigned.
Requirements

Required Skills and Abilities:

  • Excellent verbal and written communication skills.
  • Positive attitude and strong work ethic.
  • Ability to work well with others in a collaborative team environment.
  • Sales experience and ability to meet sales targets.
  • Coachable and self-motivated.
  • Able to perform with minimal supervision.

Education and Experience:

  • High School Diploma or Equivalent.
  • Experience in supervising and overseeing a team.
  • Experience in a call center or a similar environment of a minimum of 2 years.
Benefits

Benefits:

  • Long-term stability in a fast-growing industry.
  • Competitive compensation.
  • Paid Holidays.
  • Generous 401(k) option.
  • Dental Insurance.
  • Employer Paid Basic Life and AD&D Insurance.
  • Employer-Paid Long Term Disability.
  • Optional Employee Paid - Voluntary Benefits.
  • Health insurance.
  • Life insurance.
  • Paid time off.
  • Vision insurance.
  • Opportunity for career development and advancement with a rapidly growing company.
  • High-energy, fun, and friendly culture.

Benefits package available after 60 days of employment. However, some items are subject to meeting eligibility.

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