Call Center Manager

Call Center Manager - Join Our Growing Team in Santa Ana, CA

***This role requires you to be physically present at our location in Santa Ana, CA***

About Us:

At Do It Right Plumbers, we're not just about plumbing; we're about providing exceptional service and creating lasting relationships with our customers. We believe in the power of a positive and professional team environment to drive success. As we expand our operations, we're looking for a Call Center Manager who is passionate about building systems, processes, and teams from the ground up. This dual role combines call center management with marketing strategies, making it vital for our growth and customer satisfaction.

What You'll Do:

As our Call Center Manager, you'll play a dual role that's vital to our success. You'll be at the helm of developing our call center operations, ensuring we deliver unparalleled service to our customers. But your role doesn't stop there—you'll also act as a Marketing Manager of sorts, integrating marketing strategies into customer interactions to enhance engagement and promote our services. Your role will include:

• Strategic Development: Spearheading the creation and optimization of our call center's phone systems and processes, setting a solid foundation for scalable growth.
• Performance Management: Driving our call center's success by ensuring we consistently fill our 3-day Call Board with high-quality appointments, leveraging both outbound and inbound strategies.
• Team Leadership: Building and leading a dynamic team, overseeing the recruitment, training, and development of call center staff to excel in their roles.
• Marketing Analytics and Reporting: Combine your expertise in marketing and call center operations to effectively utilize analytics for tracking campaign performance, measuring ROI, and generating actionable insights for ongoing improvement.
• Talent Development: Actively engaging in talent acquisition and training, ensuring our team is equipped to meet and exceed our service standards.

Who You Are:

• You have at least 5 years of experience in call center management, ideally with a background in building and scaling call center operations. 
• You are adept at navigating fast-paced environments, with a proven ability to adapt to changing priorities and challenges.
• Your operational knowledge is comprehensive, encompassing KPIs, performance metrics, and the technical aspects of call center software.
• Tech-savviness is second nature to you, must know Service Titan software.
• Leadership is your forte, with a track record of developing cohesive teams and fostering a professional, achievement-oriented culture.

What We Offer:

• Competitive salary: $80,000 - $96,000 per year, depending on experience.
• Comprehensive benefits package including 401(k) with 4% match, dental, health, vision, and life insurance, plus paid time off and holidays.
• A unique opportunity to play a key role in shaping our call center operations and contributing to our company's growth.

Join Us:

If you're ready to build something great from the ground up and lead our call center to new heights, we'd love to hear from you. Apply now to become a pivotal part of our team's success story. Only 1 spot available – your opportunity to make a significant impact is here.