What are the responsibilities and job description for the Outbound Call center Manager position at Trystahn Voss Recruiting?
About Us:
Our company is a leading provider of heating, air conditioning, and plumbing services, delivering comfort and reliability to homes and businesses across Indiana. As our company continues to expand, we are seeking an experienced Call Center Manager to oversee the operations of our busy call center, ensuring our customers receive fast, professional, and top-notch service every time they call. If you thrive in a fast-paced environment and have a passion for customer satisfaction, this is the opportunity for you!
Job Overview:
The Call Center Manager will be responsible for leading a team of customer service representatives and dispatchers, managing the daily operations of our call center, and ensuring that all calls are handled efficiently and professionally. You will work closely with our field service team to schedule jobs, resolve customer inquiries, and drive overall satisfaction. The ideal candidate is a natural leader with a strong understanding of call center dynamics and a focus on achieving business goals.
Key Responsibilities:
- Manage the day-to-day operations of the call center, including staffing, scheduling, and training.
- Monitor call volume, response times, and customer interactions to ensure service levels and standards are met.
- Lead, coach, and mentor a team of customer service representatives and dispatchers to meet performance goals.
- Collaborate with the service department to schedule technicians for heating, air conditioning, and plumbing appointments.
- Handle escalated customer issues, providing prompt and effective resolutions.
- Analyze performance metrics and implement strategies to improve customer satisfaction and operational efficiency.
- Develop and update training materials, ensuring the team is knowledgeable on company services, policies, and procedures.
- Maintain call center software systems and ensure data accuracy and proper reporting.
Qualifications:
- High school diploma or equivalent required; a Bachelor's degree in Business Administration or related field is a plus.
- 3 years of experience in a call center management or supervisory role, preferably in the service industry.
- Strong leadership skills with a proven ability to motivate and manage teams in a fast-paced environment.
- Excellent communication, problem-solving, and conflict-resolution skills.
- Knowledge of HVAC and plumbing services is preferred but not required.
- Familiarity with call center software, CRM systems, and dispatch tools.
- Ability to analyze data, identify trends, and implement improvements.
- Customer-focused with a commitment to delivering high-quality service.
Benefits:
- Competitive salary with performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- Retirement plan with company match.
- Employee discounts on heating, air, and plumbing services.
- Opportunities for career growth and professional development.
Job Types: Full-time, Part-time, Contract
Pay: $1,500.00 per week
Expected hours: No less than 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Evening shift
- Morning shift
Ability to Relocate:
- Knightstown, IN 46148: Relocate before starting work (Required)
Work Location: In person
Salary : $1,500