Call Center Manager

Cardinal Heating, Cooling, Plumbing, & Electric • Sun Prairie, WI

20h • Onsite

About The Position

The Call Center Manager oversees and assists customer call center employees in the performance of their job duties, such as responding to customer inquiries and resolving complaints or issues. The Call Center Manager creates an environment that enhances customer experience and engages customers in order to facilitate organic growth.

Requirements

• Experience in customer service is required
• Ability to inspire and lead others to attain company and department goals
• Enthusiasm and a “fill the board” attitude
• Highly organized with exceptional follow-through abilities
• Strong verbal and written communication
• Quick, sound decision-making abilities
• Comfortable with public speaking and presenting information
• Ability to build trust and demonstrate empathy
• Excel in a fast-paced, goal-driven environment
• Exhibit an in-depth knowledge and understanding of the specific trade
• High school diploma or equivalent

Nice To Haves

• 5 years of management experience preferred

Responsibilities

• Lead, manage, and hold the team accountable
• Interview, hire, and onboard call center team as required to meet company standards and expectations
• Ensures appropriate staffing needs for the call center to match the business demands and service expectations, including defined leadership support across all shifts
• Generate an inbound and outbound call schedule to meet required call counts
• Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls
• Develop and update call scripts and customer strategies to improve performance and customer satisfaction
• Track and report employees’ daily performance and productivity
• Assume the responsibility of “filling the board” and ignite excitement in the team to “get the board full”
• Handle escalated customer calls; answer questions and recommend services to address customer needs and complaints
• Lead the evaluation and implementation of AI-enabled tools and digital solutions to improve call handling efficiency, forecasting accuracy, and customer experience
• Conduct biweekly 1:1 with each direct report
• Review and approve timecards
• Conducts performance reviews, disciplinary actions, and professional improvement plans
• Perform other duties as assigned

Benefits

• Health, dental, and vision insurance with low employee contributions
• Paid vacation and six paid holidays each year
• 401(k) retirement savings options with 100% company match up to 4%
• Affordable supplemental insurance offerings including accident, life, and disability
• Weekly pay

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED