Call Center Operations Manager

2 days ago


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

ProSolar America is seeking a highly skilled Call Center Manager to oversee the day-to-day operations of our call center, ensuring optimal performance and continuous improvement in key performance indicators and client satisfaction.

The ideal candidate will have a strong background in customer service, team management, and sales experience. They will be responsible for resolving client and associate issues, performing daily maintenance of the call center location, training and coaching call center staff, and analyzing call center data to prepare reports for management.

Key Responsibilities:

  • Represent ProSolar America professionally while communicating with and educating potential customers
  • Maintain the Call Center location, including daily maintenance of the appearance of the physical location
  • Train and Coach call center staff on customer service issues, daily call and appointment quotas, and maintaining a positive attitude
  • Manage schedules for the team of Customer Service Representatives
  • 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
  • Confirm all set appointments twenty-four hours before 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 and contribute to develop 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 to management improvement processes for the Call Center
  • Implement and manage ProSolar America's Five Star Scoring program
  • Other tasks as assigned
Requirements

Required Skills/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
  • 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.

ProSolar America is an equal opportunity employer that does not tolerate discrimination or harassment of any kind.



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