Contact Center Manager

Overview:

Abacus is currently seeking a Contact Center Manager to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. Our Contact Center manager leads a team of representative who process high volume inbound and outbound customer service calls in a call center environment and are responsible to both provide and ensure exceptional customer service at all times to existing and potentially new customers by answering calls, emails, and text messages.

Abacus is an award-winning residential services company that serves the greater Houston and Austin areas in Plumbing, Air Conditioning & Heating, and Electrical services. With over 20 years in business, Abacus has garnered a reputation for top-notch service and the highest quality workmanship.

What's In It For Me?

• Market Leading Compensation
• PTO Plan
• Health, Vision and Dental plans for you and your family to choose from
• 401K Retirement Plan with company match up to 30%
• Life Insurance, Short-Term and Long-Term Disability
• Special Program Options: FSA, EPA, Legal Services, and Identity Theft
• Continuous Training for your Professional Development
• Working in a supporting, collaborative, and fun environment
• Coached and supported career growth

Responsibilities:

What Will I Do?

• • Determines customer service operational strategies by conducting needs assessments, performance reviews; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

• Maintains and improves customer service operations by identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs.

• Meets call customer service financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

• Prepares customer service performance reports by collecting, analyzing, and summarizing data and trends.

• Monitors key performance indicators such as attendance, booking percentage, script compliance, and average call time and club membership sales.

• Provides constructive feedback and addresses issues through consistent and effective coaching and training.

• It is essential to have a solid sales background and to understand the importance of every call and uphold the standard within the department that every opportunity we have with the customer is vital for the company's success.

• Work with the team members with outbound calls due to missed Contact Center calls to make up missed booking opportunities. Work with the outbound calls to schedule and renew memberships. Work with outbound calls to capture every opportunity that we have with the customer.

• Any additional projects and tasks given.

Qualifications:

Do I have What it Takes?

• High school diploma or equivalent required
• Bachelor's degree preferred
• Experience in HVAC, Plumbing or related industry preferred
• At least 5 years in call center management
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Proficient in MS Office and call center equipment/software programs
• Experience in basic financial analysis (cost-effectiveness/cost-benefit)
• Solid understanding of reporting and budgeting procedures
• Knowledge of performance evaluation and customer service metrics
• Excellent time management skills with a proven ability to meet deadlines
• Ability to function well in a high-paced and at times stressful environment
• Must be fluent in English

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.