Call Center Manager
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About The Position
The Call Center Manager at Don Kennedy Roofing will play a pivotal role in overseeing and managing a team of over six Customer Service Representatives. This position is crucial for ensuring exceptional service delivery and operational efficiency within the contact center. The Call Center Manager will be responsible for managing daily activities, ensuring that all staff uphold the organization's core values, and meeting targeted metrics. This in-person role is located in the downtown Nashville office, with daily working hours from 7:30 AM to 4:00 PM. Since its establishment in 1978, Don Kennedy Roofing has been dedicated to serving homes and businesses in Nashville and the surrounding areas. The company prides itself on its reputation as a trusted service provider and is looking for team members who embody honesty, a positive attitude, and a commitment to consistent attendance. As a growing business, Don Kennedy Roofing offers significant opportunities for career advancement and long-term employment for its team members. The Call Center Manager will also be involved in quality monitoring of telephone conversations and written communications, providing feedback and coaching to staff, and participating in the hiring process. The ideal candidate will have strong mentoring and relationship-building skills, along with the ability to manage group and interpersonal conflicts effectively. This role requires a proactive approach to identifying improvements in tools and processes to enhance outcomes for both customers and employees.
