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Call Center Manager

$70,000 - $90,000/Yr

Wolfer's Home Services - Wilsonville, OR

posted 2 months ago

Full-time - Mid Level
Wilsonville, OR

About the position

The Call Center Manager at Wolfers Home Services is responsible for leading a team of Customer Service Representatives in a dynamic call center environment. This role combines management and hands-on responsibilities, focusing on achieving departmental goals through effective coaching, data analysis, and operational oversight. The manager will ensure high levels of customer satisfaction while fostering a positive team culture and driving performance metrics.

Responsibilities

  • Lead and work alongside a team of Customer Service Representatives.
  • Facilitate inbound/outbound calling and schedule service appointments.
  • Implement strategies to achieve department booked call and sales goals.
  • Utilize call center data to maximize team efforts and forecast market behavior.
  • Establish short-term and long-term objectives that achieve department and company KPIs.
  • Complete inbound and outbound calls alongside the team to inform coaching and direction.
  • Author and refine call scripts for clarity and effectiveness.
  • Analyze call center data and establish coaching plans for team development.
  • Ensure sufficient staffing to match business demand and seasonal spikes.
  • Manage and resolve customer escalations in a timely manner.
  • Ensure team knowledge of current market trends, company promotions, and policies.
  • Collaborate with other department managers to support company performance.

Requirements

  • Minimum 3 years working in a call center setting.
  • Minimum 3 years managing people.
  • Proficient in Microsoft Office applications (Excel, Word & PowerPoint).
  • Ability to inspire personal and professional growth in team members.
  • Ability to provide unparalleled customer satisfaction.
  • Detail-oriented and highly organized multi-tasker with good presentation skills.

Nice-to-haves

  • Experience in home services is a plus.

Benefits

  • Health insurance
  • Dental insurance
  • Vision insurance
  • 401(k) matching
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