Assistant Call Center Director

1 week ago

Fulton, Maryland, United States Window Nation Full time
Job Title: Assistant Call Center Manager

At Window Nation, we're committed to finding and keeping the best employees possible. We're looking for a talented Assistant Call Center Manager to join our team and help drive success in our Fulton, MD call center location.

Key Responsibilities:
  • Assist the Call Center Manager in day-to-day operations and lead the team to meet or exceed performance targets.
  • Engage and motivate team members to achieve their full potential and provide excellent customer service.
  • Manage daily activities of Senior Call Center Agents and ensure they have the necessary tools and resources to succeed.
  • Oversee the eligibility and performance of remote agents and implement strategies to improve their productivity.
  • Manage Deal Saver (missed opportunity application) and quality assurance review of Agent calls and communications.
  • Act as a subject-matter expert for Agent questions and provide guidance and support as needed.
  • Assist with interviewing for team lead roles and help identify top candidates for future leadership positions.
  • Review Call Center reporting to proactively identify operational challenges and implement solutions to improve efficiency and productivity.
  • Champion Career Progression and support employees in their professional development.
  • Support other management team members in identifying trends and establishing call center goals.
  • Ensure staff members achieve desired service levels and take corrective action as needed.
  • Resolve escalated Sales Market issues and update the team on lead change requirements and Market-specific updates.
Requirements:
  • 3+ years of Call Center management experience.
  • 4+ years of customer service experience in a call center, retail, or other similar customer-facing positions.
  • High School Diploma, GED, or equivalent.
Preferred Qualifications:
  • Ability to learn Window Nation's business model, products, and processes quickly.
  • VOIP system (Five9) proficiency a plus.
  • Proficiency with CRM systems.
  • Experience with MS Suite (Dynamics experience a plus).
  • Detail-oriented, with the ability to multi-task and follow-up as needed.
  • Ability to work well under pressure and make sound decisions quickly in a fast-paced business environment.
  • Proven leadership capabilities to include motivating, performance management, and hiring.
  • Availability between 8 AM to 10 PM Monday through Friday.
  • Availability to work Saturday or Sunday.

Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team - one that makes good decisions, drives innovation, and delivers better business results.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran, or any other characteristic protected by applicable law.

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