Outbound Call Manager
3 days ago
Job Title: Outbound Call Manager
Company: Reece Windows & Doors
About Us:
Reece Windows & Doors is a premier provider of high-quality windows and doors, committed to delivering exceptional craftsmanship and customer service. As a thriving company with a reputation for excellence, we foster a collaborative, fast-paced environment driven by innovation and attention to detail.
Position Summary:
We are seeking an experienced and motivated Outbound Call Manager to lead and oversee the operations of our outbound call center team. This role requires a dynamic professional with a proven ability to manage call center performance, motivate a team, and maintain high standards of customer engagement. The Outbound Call Manager will play a critical role in ensuring our team meets sales and appointment-setting goals while upholding company policies and delivering exceptional service.
Key Responsibilities:
- Team Leadership: Manage and lead a team of outbound call agents, providing guidance, coaching, and motivation to achieve performance targets.
- Performance Monitoring: Track individual and team metrics, ensuring goals related to appointment setting, lead conversion, and customer engagement are consistently met or exceeded.
- Scheduling and Workflow Management: Oversee the scheduling of outbound calls, ensuring optimal coverage and minimal downtime for the team.
- Policy Enforcement: Ensure compliance with company policies and procedures, particularly in lead handling and customer interactions.
- Training and Development: Develop and implement training programs to enhance team skills, product knowledge, and customer communication techniques.
- Technology Utilization: Use CRM systems, scheduling tools, and other call center technologies to streamline operations and track key performance metrics.
- Problem-Solving: Address escalations, resolve scheduling or customer issues, and adapt strategies to overcome operational challenges.
- Reporting: Provide regular updates and performance reports to senior management, including insights and recommendations for improvement.
Qualifications:
- Proven experience in call center management, preferably in an outbound sales or appointment-setting environment.
- Strong leadership and team management skills with a track record of driving performance.
- Exceptional organizational, communication, and problem-solving abilities.
- Proficiency in CRM systems, call center software, and Microsoft Office Suite.
- High sense of urgency, adaptability, and a results-driven mindset.
- Bilingual (English/Spanish) is a plus.
Why Join Reece Windows & Doors?
- Supportive Environment: Work with a dynamic team dedicated to achieving excellence.
- Competitive Compensation: Hourly pay plus weekly bonuses, with an expected annual income ranging from $50,000 to $65,000.
- Growth Opportunities: Be part of a growing company with opportunities for career advancement.
- Comprehensive Benefits:
- 401(k): Available immediately with a 3% company match.
- Healthcare: Coverage available after 90 days.
- Dental and Vision: Coverage options available.
- HSA Enrollment: Available immediately.
How to Apply:
Send your resume and a brief cover letter highlighting your qualifications and enthusiasm for the role to [p.hormaeche@reecewindows.com].
#hc151444
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