Call Center Manager

PEPL•Kennesaw, GA

17d

About The Position

PEPL has been engaged to place a Call Center Manager for a growing client in Kennesaw, GA. Reporting to the Director of Central Services, the Call Center Manager will focus their attention on driving efficiency and effectiveness with 35+ team of in-house call center agents and 3rd party call-handling team. The Call Center Manager is responsible for the call center’s 24/7 operation and performance and will lead the transformation of our call center into a high-performing, sales driven team. The role will focus on building a culture of excellence, driving sales performance through inbound/outbound calls, and ensuring exceptional customer service. The Call Center Manager will be responsible for implementing sales training programs, strengthening leadership capabilities of Team Leads, and fostering a positive, high-morale environment that reduces turnover and enhances employee engagement.

Requirements

Bachelor’s Degree in Business Administration or other relevant field required.
Minimum 5+ years of management experience in a call center environment focused on customer experience is required.
Candidates must have expertise in both inbound and outbound call strategies, including developing and implementing sales initiatives and scripting to drive performance.
Results oriented mindset with a focus on meeting and exceeding performance goals.
Ability to foster a culture of accountability, teamwork, and continuous improvement.
Highly developed oral, written, and interpersonal communication skills with a demonstrated ability to work with all levels of management and team members.
Industry knowledge and experience working with key Call Center technologies an asset.
Superior problem-solving skills and analytical ability
Excellent PC skills and can adapt to new systems quickly.
High level of proficiency with MS Office Tools and CRM.
Proven ability to motivate, coach and develop people in a team-based environment.
Proven leadership, communication, and interpersonal skills.
Results-driven individual who takes initiative to drive the business.
Top-notch customer service with both internal and external customers.
Responsive and easily adapts, embraces, and leads change.
Excellent time management and organizational skills.

Nice To Haves

Prior experience in the service industry is preferred.
Certification in Sales or Leadership training programs is a plus.
Knowledge of the HVAC industry a strong asset.

Responsibilities

Transition the call center into a sales-focused operation with inbound/outbound call initiatives aimed at promoting and selling our services.
Meet and exceed Operational KPIs such as Sales Conversion Rates, Service Levels, Occupancy, Abandonment Rate, First Call Resolution, ASA, and other traditional call center KPIs.
Identify opportunities for improvement and implement solutions.
Develop and execute sales strategies to meet and exceed team and individual performance.
Design and implement ongoing sales training programs, script, and role playing to expand CSRs’ knowledge of our offerings and improve their ability to sell effectively.
Ensure Team Leads are equipped to train, coach and support CSRs with a focus on coaching, role-playing, and real time feedback sessions
Mentor and develop Team Leads, ensuring they are effective coaches and leaders capable of inspiring their teams and driving performance.
Implement strategies to reduce turnover, improve morale, and create a supportive workplace culture.
Regularly assess team satisfaction and implement initiatives to address concerns and enhance engagement.
Optimize workforce management, scheduling, and resource allocation to maximize efficiency and productivity.
Create a best-in-class culture that acts as a catalyst for high performance and exemplary Customer Experience.
Deliver best-in-class service experience in a professional courteous manner to internal and external customers.
Work with cross-functional teams to ensure ongoing improvement of business processes that touch the call centers.
Supervise, coach, develop and lead a team of Service/Sales agents in a contact center environment.
Ongoing coaching and development of team members in a fast-paced business environment that is continuously evolving and experiencing change.
Maintaining expert-level knowledge of our products, services, and CRM tools while ensuring the appropriate level of knowledge is shared with team members.
Maintain performance and quality standards of the team through direct management and evaluation.
Ensure that all team members have a clear understanding of performance expectations, goals and actuals; provide feedback, recognition and coaching to develop high performers.
Excellent ability to analyze reports and develop reports to make recommendations for improvement.
Responsible for creating employee development and success plans.
Analyze employee performance and prepare daily, weekly, and monthly performance reviews.
Administer and apply all applicable company policies and procedures.
Communicate effectively interdepartmentally and cross-functionally.
Foster open and honest communication between all employees.
Manage related projects as required.