What are the responsibilities and job description for the Contact Center / Call Center Manager position at King Quality?
Job Description
Job Description
King Quality Roofing & Siding assembled Long Island’s most reputable, dependable, quality-driven, and award-winning team of roofing, siding, and window contractors. Homeowners trust us over other Long Island contractors for our decades of experience, multiple GAF awards, guaranteed workmanship, and commitment to only the industry’s best products sourced to custom-create any home solution.
JOB SUMMARY
The Contact Center Manager is a key role to helping manage and optimize King Quality's growing customer experience operations. The role will be responsible for recommending and executing sales and customer experience strategies and tactics to improve contact center operations and overall ROI in a multi-site and fast growth company.
The successful candidate will possess strong contact center experience and will have proven themselves in being able to drive change and continuous improvement. Key skills include sales mindset, communication, performance management, strategic thinking, project management, and analytical abilities to be able to drive initiatives that deliver on key operational, financial, and customer KPIs. Key responsibilities will be coaching and building contact center leaders of the future. The ideal candidate will be current on contact center technology solutions with a focus on workforce management, telephony solutions that drive efficiency and have a proven track record of implementing new solutions in a contact center.
Responsibilities :
- Provide strong leadership to contact centers and associates
- Drive call center to achieve and exceed key performance indicators including Sales Booking, ASA, AHT, productivity, efficiency, quality, accuracy, customer satisfaction, attendance, retention, staffing utilization, and financial performance.
- Champion the culture, including collaborating on new policies, procedures, and training
- Provide one-on-one’s, team meetings, training, and coaching that will drive communication, performance, recruiting, and retention
- Continuously innovate and develop knowledge and processes within the center to improve the customer experience, employee satisfaction, and corporate performance
Requirements :
Preferred :
Benefits :