Call Center Manager
About The Position
One Goal, One Passion - Growth is Everything at Window Nation Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation. The Call Center Manger will be responsible for the recruitment and development of Call Center Agents in an inbound & outbound, sales-focused environment. In addition, the Call Center Manager will be responsible for meeting and exceeding Call Center goals.
Requirements
- 5+ years of Call Center management experience
- 7+ years of experience in a call center or related environment
- High School Diploma, GED, or equivalent
- Ability to learn Window Nation’s business model, products, and processes quickly
- Detail-oriented, with the ability to multi-task and follow-up as needed
- Ability to work well under pressure and make sound decisions quickly in a fluid, fast business environment
- Experience in Lead Perfection
Nice To Haves
- Bachelor’s degree in related field a plus
- VOIP system (Five9) proficiency a plus
- Proficiency with CRM systems
- Experience with MS Suite (Dynamics experience a plus)
Responsibilities
- Manage day-to-day Call Center operations
- Engage and motivate team to meet or exceed performance targets
- Manage daily activities of Call Center Agents
- Manage quality assurance review of Agent calls and communications
- Act as subject-matter expert for Agent questions
- Review Call Center reporting to proactively identify operational challenges and implement solutions
- Hire, coach, and provide continued training to personnel to maintain quality customer service standards
- Monitor new hire training program to ensure it is consistent with the current industry information and trends
- Support employees, other managers, and call center operations through the completion of ad-hoc tasks and projects
- Assist other management team members in identifying trends and establishing call center goals
- Ensure staff members achieve desired service levels and take corrective action, as needed
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
