CallCenter Team Manager

ACR1.COM Commercial Roofing•Muncie, IN

1d•Onsite

About The Position

The Call Center Team Manager's role is to manage six to eight telemarketers (hereafter referred to as Lead Generators or Call Center Agents) to develop leads to sell ACR1.COM Commercial Roofing services (hereafter referred to as ACR). This is a full-time position requiring 36-40 hours per week in an office setting.

Requirements

Must be 18 years of age.
High school diploma or GED required.
At least 2+ years of Management experience.
MUST HAVE Call Center or related field of management experience.
Intermediate to advanced computer knowledge and skills including the use of Outlook, Google Chrome, Microsoft Excel, and Word.
The position also requires data entry, telephone skills, and minimum basic typing skills.
Must be able to pass Pre-Employment Drug Screen & provide two forms of I-9 Citizenship approved identification.
Experience in generating leads in the sales process is essential.
Use CMS to track customer activities to promote sales and plan strategies for sales enhancement.

Nice To Haves

Some college preferred.
Experience in Sales based business is preferred but not required.
Some basic experience in Construction Practices is preferred, but not required.
Having knowledge of Microsoft access is preferred, but not required.
Telephone sales experience is helpful.

Responsibilities

Demonstrate knowledge of company’s products, services, marketing position and objective.
Represent the company in an honest and professional manner.
Generate daily, weekly, and monthly reports for management to measure telemarketer performance.
Encourage and motivate Lead Generators. Active listening and coaching for Lead Generators.
Import new numbers (prospects) into database to move the sales process along from prospects to contacts and finally to viable leads. Also checking for duplicate leads.
Perform second interviews of potential Lead Generator applicants set up by HR and then provide interview notes and feedback to HR recruiting Assistant.
Assist Lead Generators by emailing, faxing, and/or standard mailing information sheets and packets to potential customers.
Research building ownership and contact information (Look ups).
Responsible for continued training for all Lead Generators after their initial week of formal training.
Scan aerial view of properties to research roof types and sizing.
Generate sales leads by making phone calls out of ACR database, calling old leads, and assisting Lead Generators with calls.
Assist in installation, maintenance, and inventory of all ACR IT and electronic equipment.
Monitor, review, and approve Lead Generator Time Off, Timesheets & Attendance Tracking.
Perform weekly One on One’s with each Lead Generator employee on your team for mentorship and additional training.
Side by Sides monitoring with each Lead Generator.
Establish Smart Goals per sales guidelines for every Newly Hired Lead Generator on your team. Then set a Smart Goal every 6 months after initial hire.
Reviewing Quality Assurance Analysts' reports and scores daily, working with the Lead Generators within 24 hours of a bad Q&A score.
Obtaining approvals for policy exceptions on unusual/duplicate leads from the Sales & Marketing Manager.
Follow and enforce company established policies and procedures.
Manage lead costs to achieve $200/lead generated or lower.
Work as a Team Leader to Lead Generators to provide steady business for ACR.
Assist Lead Generators to achieve both personal and company goals.