Call Center Manager
Company: 1-800 Hansons LLC
Location: Troy
Posted on: May 9, 2024
Job Description:
Grow with us! 1-800 Hansons is a top ranked home improvement
company that is continuously growing and expanding! We are looking
for individuals who want to learn the business and receive the
guidance to continue to advance within the company! The Call Center
Manager - Sales will manage a group of inbound and outbound call
center Sales agents who qualify sales leads and set, confirm, and
manage sales appointments across multiple campaigns. He/she will be
responsible for personnel related management, such as interviewing,
making hiring recommendations, and performance related activities
such as performance reviews, scheduling and attendance tracking.
The products within Hanson's line of services include roofing,
windows, siding and other products the company may offer. We
Offer:
- Salary base of $60k-$70k/year + yearly bonus structure
- Weekly pay via direct deposit
- Full-Time
- Eligible for Health Benefits at 30 days of employment (medical,
dental, vision, life, critical, accident, short-term & long-term
disability)
- Eligible for 401k w/company match at 90 days of employment
- Paid Time Off
- Hybrid Schedule (2 days from home and 3 in-office)
- Additional 2 work from home days per quarter and 2 floating
work from home days per year
- Advancement opportunities
- Referral bonuses
- Employee as well as Friends & Family Discounts What You'll Do:
- Own the customer experience - Ensure customers receive
exemplary service during every interaction. T hink and act in ways
that put our customers first, give them seamless options at every
touchpoint, and make them promoters of our products and
services.
- Oversee day-to-day operations and ensure that customers receive
complete, accurate answers to questions in a way that drives on
outstanding initial customer experience.
- Be a hands-on leader, manage issues, handle difficult customer
inquiries and complaints, and ensure that all work is completed.
Strong use of problem-solving skills to deliver results.
- Build a culture of continuous improvement, delivering process
enhancements to advance KPIs.
- Actively monitor agent calls to coach and develop all agents to
ensure the utmost customer experience.
- Maintain an optimal, full, and efficient staffing model by
managing active agents to ensure they are fully utilized.
- Consistent exercise of independent judgment and discretion in
matters of significance.
- Perform quality assurance auditing and ensure all leads are
worked, and appointments are confirmed for customers who are
interested in receiving a quote.
- Manage and report key performance indicators, including average
speed to answer, abandon rate, service level, close rates,
etc.
- Hold daily meetings with staff, individually and as a group to
talk about performance towards goals, customer news and needs
etc.
- Integrate technology, tools, and theory to improve visibility
and KPI monitoring to deliver required weekly and daily reports for
senior leadership.
- Manage employee relations issues, including hiring,
interviewing, managing & tracking attendance, conducting
performance reviews, managing disciplinary issues, and sustaining a
positive work environment.
- Develop and maintain training material to effectively onboard
new employees.
- Develop and maintain good working relationships with all
internal customers, including Sales, Service, Operations, General
Managers, and other internal partners.
- Regular, consistent, and punctual attendance. Must be able to
work nights and weekends, variable schedule(s) and overtime as
necessary.
- Other duties and responsibilities as assigned. What We Need:
- Bachelor's degree or the equivalent work experience
- Minimum of five (5) years of professional work experience
- Minimum of three (3) years of prior experience in a call-center
role
- Minimum of three (3) years of management/supervisory experience
over a team of individuals
- Minimum of two (2) years of prior experience in Sales or Sales
leadership role
- Excellent MS Word and Excel skills
- Must be well organized and detail oriented
- Must have good problem-solving abilities, and be able to make
decisions with good judgment that create positive resolutions for
both customers and the company Core Values: Helping Customer Love
Where They Live The person in this position must have a commitment
to reflecting the Company's core values, which include:
- Get it Done - Fast, Right & Now
- Strive for Five - Go Above & Beyond
- Be a Problem Solver - Own it to Resolve it Today
- Care - Embrace Diversity and Treat Everyone with Priority,
Respect & Integrity
- Communicate - Call / Answer / Reach the Customer Physical
Requirements:
- Must be able to remain sitting in a stationary position for
prolonged periods
- Requires the ability to move about inside the office
- Must be able to move items weighing up to 25 pounds
- Must be able to communicate effectively with staff, customers,
vendors, and the public
- Constantly operates a computer and other office equipment such
as a calculator, copy machine and computer printer Hours/Schedule:
Full-time, 40 hours per week/52 weeks per year. Standard hours are
M - F, 8:00am-10:00pm EST with Saturdays and Sundays from
8:00am-8:00pm EST but due to cyclical nature of position, including
evening and weekend hours, will be required to complete projects
under deadlines. Some local and statewide travel may be required.
It is the policy of 1-800-Hansons not to discriminate against age,
color, sex, sexual orientation, gender identity, disability,
national origin, race, religion, or veteran status. Compensation
details: 0 Yearly Salary
PI4f502e11cf18-0476
Keywords: 1-800 Hansons LLC, Sterling Heights , Call Center Manager, Executive , Troy, Michigan
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