Contact Center Manager

About Company:

Company Overview:

At Long Home, we believe in delivering excellence to our customers and investing in the growth of our employees. Established with a commitment to quality craftsmanship and superior customer service, we have become a trusted name in the home improvement industry. Specializing in premium windows, doors, roofing, siding, and bathroom remodeling, we strive to enhance the beauty, comfort, and value of every home we serve.

Our mission is to provide homeowners with high-quality products and unmatched customer experience. We achieve this through innovative solutions, dedicated team members, and a culture that fosters collaboration, integrity, and professional growth.

As a rapidly growing company, Long Home offers employees the opportunity to work in a dynamic and supportive environment. We are passionate about creating pathways for career advancement while maintaining a strong sense of purpose and community. When you join our team, you become part of a company that values your contributions and invests in your success.

Discover your potential and make a lasting impact with Long Home — where your skills, ideas, and dedication drive our shared success.

About the Role:

The Contact Center Manager leads a team of Contact Center Supervisors and Agents ensuring the delivery of world-class customer service. This role is instrumental in setting call center objectives, analyzing performance data, and driving team success. The Contact Center Manager focuses on enhancing performance and optimizing processes to ensure exceptional service, all while adhering to company policies and procedures.

Responsibilities:

• Hire, train and lead Contact Center Supervisors and agents to ensure quality of service provided aligns with Long Home values.
• Coach, develop, and motivate Contact Center Supervisors and Agents to provide "world class" customer service and meet all KPIs.
• Oversee the day-to-day operations of the team to ensure the daily goals are met.
• Monitor individual and team results through audit of quality assurance strategies and compliance with company policies.
• Lead team meetings, proactively listen to agent questions and concerns and provide effective coaching.
• Prepare reports and analyze agent data to improve processes, ensure resources are properly allocated and to maximize efficiency.
• Identify and act on performance trends to ensure attainment of goals and performance targets.
• Ensure team members meet performance goals and correct when needed.
• Provide communication and training to ensure Contact Center Supervisors and Agents are fully informed of product offerings, the industry and company policies and procedures.
• Resolve escalated customer complaints and maintain customer satisfaction and retention.
• Ensure cross-departmental collaboration to improve processes and leverage best practices, working closely with Marketing, Sales and Operations, as needed.
• Provide verbal and written performance feedback, including annual performance reviews, and follow the Long Home disciplinary action process, when applicable.

Qualifications:

• Proven experience in call center marketing.
• Effective communication, both written and verbal.
• Ability to manage and lead a team of performance-driven employees.
• Ability to multitask, remain calm under pressure, manage stress and ensure team performance, especially during high-pressure periods, peak seasons and demanding customer situations.
• Ability to generate and analyze reports to support decision making and problem solving.
• Strong interpersonal skills, including conflict resolution.
• Ability to work in a fast-paced professional environment.

Education/Experience:

• High school diploma or equivalent required; college degree preferred.
• Minimum of 5 years of experience in a high-volume call center setting; home improvement or similar industry experience preferred.

Skills:

The Contact Center Manager will utilize leadership and communication skills daily to motivate and guide their team towards achieving service excellence. Analytical skills are essential for interpreting performance data and making informed decisions to optimize operations. Proficiency with contact center technologies and CRM systems enables efficient management of customer interactions and resource allocation. Problem-solving skills are critical when addressing escalated customer issues and operational challenges. Additionally, strategic planning and project management skills support the implementation of process improvements and technology upgrades that enhance overall contact center performance.