Call Center Manager

Legacy Roofing • Akron, OH

383d • $54,045 - $60,000

About The Position

The Call Center Manager at Legacy Roofing Services is responsible for leading and motivating the call center team to achieve high performance and accountability. This role involves developing workforce plans, monitoring call quality, setting goals, and designing training programs to enhance team capabilities. The manager will also analyze call center data to optimize efficiency and collaborate with other departments to align operational goals with company objectives.

Requirements

• Minimum of 3-5 years of experience in call center operations, specifically in an appointment setting or outbound calling environment.
• Ability to interpret call center metrics and make recommendations for actionable improvement.
• Demonstrated success in training & development of employees.
• Strong leadership and team management abilities.
• Analytical skills to interpret data and identify trends.
• Expert in providing exceptional customer service, problem-solving, and decision-making skills.
• Proficient in call center software, phone systems, and technology.

Responsibilities

• Build and implement departmental workforce plan that enables the achievement of the business development strategy and plans.
• Monitor call quality to ensure agents are adhering to company standards.
• Set clear goals and targets for the business development team, aligning them with company objectives.
• Design and execute robust training programs for new hires and existing team members.
• Analyze data and make suggestions to optimize call center efficiency.
• Collect and analyze call-center statistics.
• Collaborate with management to align goals with company objectives to ensure smooth operations across departments.
• Act as a technical resource to address and resolve inquiries.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Specialty Trade Contractors
• Education Level: No Education Listed