Call Center Manager

American Home Design • Goodlettsville, TN

3d

About The Position

American Home Design is looking for an experienced Call Center Manager to lead our team that is responsible for setting and issuing appointments for our in-home water filtration product. This is a hands-on leadership role where you'll manage and coach the agents, handle the daily operations, and keep your team focused on hitting their individual as well as overall appointment setting goals. Location : 880 Conference Drive Goodlettsville, Tennessee

Requirements

• Previous experience managing a call center preferably where agents are responsible for appointment setting or have sales goals
• A leader who can motivate, coach, and hold people accountable
• Strong communication and problem-solving skills
• Confident using call center technology and digging into performance reports
• Highly organized and able to juggle multiple priorities

Responsibilities

• Leading and motivating a team of remote call center agents
• Managing schedules, call flow, and workload so everything runs smoothly
• Tracking key numbers like talk time, appointment set rates, and demos
• Interviewing and bringing on new agents
• Working with our trainer to provide ongoing agent coaching
• Managing scripts- creating new ones as needed, ensuring the agents are using them effectively
• Keeping our call center software (Five9, LP, Neustar) updated and running efficiently
• Sharing performance updates and insights with sales managers and leadership

Benefits

• Health Insurance
• Life
• Dental
• Vision
• Disability Insurance
• 401(K)
• Paid Time Off
• Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed