Call Center Sales Manager

Renuity•Grapevine, TX

About The Position

Statewide Remodeling Inc. seeks a dynamic, self-starting individual that demonstrates initiative and commitment as a HRC Coach. The HRC Coach will provide support and assist with the alignment of the department’s processes and solutions to effectively and efficiently meet Statewide business needs. The HRC Coach is responsible for assisting and supporting the department to optimize employee engagement and organization.

Requirements

Minimum of two years of proven and successful experience of managing call centers and sales leadership experience.
Business to customer (B2C) experience necessary
Achievement oriented, competitive, and focused on results
Has natural leadership skills and a strong work ethic
Demonstrated drive for excellence and has a “get-it-done-now” attitude
Ability to thrive in a fast-paced, growth oriented, rapidly changing environment
A team player that is committed to the success of the entire company
Savvy with technology including CRMs, laptops and tablets as well as cloud-based applications
Possess a high degree of emotional intelligence in order to successfully navigate complex customer negotiations and diffuse difficult situations
Effective and resourceful at “quick” problem-solving and handling customer negotiations
Strong planning, goal setting, and goal achievement skills
Great communicator, internally and externally
An expert in successful call center operations and effectively train others success
Availability to support call center efforts during weekends and evenings

Nice To Haves

Five9 and Lead Perfection experience preferred
Four-year degree or an equivalent combination of education and experience preferred

Responsibilities

Identify, establish, and achieve key performance metrics for the call center and ensure those standards are met or exceeded on a daily, weekly, and monthly basis.
Achieve daily, weekly, and monthly sales volume expectations through the execution of best-in-class call center sales management disciplines.
Track and communicate the daily call center metrics in comparison to the daily results in a gamified environment, celebrating success and expediting corrective action in real time.
Analyze various reporting tools throughout the day in order to identify and execute strategies that will ensure goals are met or exceeded and that member calls, emails, text messages and other customer communications are handled instantaneously and effectively.
Possess a full understanding of call center department deployed technology and leverage that technology (CRM, Soft Phone Platform, etc.) to ensure all customers are contacted instantaneously, that customer appointments are set with a high degree of success and that our data integrity is maintained and protected at the highest standards.
Grow a stellar team of HRC Coordinators, Team Leads and Supervisors that passionately drive for daily result achievement with a “no-quit” attitude.
Conduct prompt hiring practices and maintain adequate staffing levels at all times, staying ahead of ever-increasing customer demand and our growing market penetration.
Continuously and consistently teach our HRC Coordinators by being able to perfectly model our system and ensuring that our team members are “on-the-system” 100% of the time.
Conduct daily team meetings that focus on celebrating successes, skill refinement, role-playing, recognition and rewards.
Conduct regular one-on-one meetings with HRC Coordinators to review behaviors, activities and results and establish corrective plans when necessary.
Conduct daily communication auditing (listen to calls, read e-mails and text messages) in order to observe and ensure performance compared to expectations.
Ensure that our HRC Team members have excellent communication etiquette, can adapt to a variety of customer personality styles, can use questioning and listening skills effectively, can create positive customer rapport even in tough situations, can sell the value of the in-home visit and can keep control of the conversation.
Foster an environment of true partnership, collaboration, communication, and cooperation with all other departments including Marketing, Outside Sales, Production and Customer Service as well as the support functions including Finance, Human Resources, Information Technology, etc.
Execute and fulfill the excellence requirements of this position by implementing a Management Operating System (MOS) that is focused on growth, speed, accuracy, verifying that the team is always “on-the-system” and continuously improving results aligned with key performance targets set by the company.
Ensure that the technical work product of the HRC Team is accurate and thorough, enabling the efficiency and effectiveness of the scheduling and outside sales functions within the organization.
Participate as a team member with the broader Leadership Team to ensure alignment to organizational goals and direction.
Ensure their team engages with our mission-minded culture of improving the lives we touch and serving others while having fun and celebrating success as well as fostering an environment where all of our customers and our employees are treated with the utmost dignity and respect.
Other duties as assigned.