What are the responsibilities and job description for the Call Center Manager position at Legacy Roofing?
Call Center Manager
Legacy Roofing Services is looking for an experienced call center manager with a motivating presence to inspire the team and drive a culture of accountability and performance.
Our core values:
Quality is the Standard | Own It | Get Better | Value Relationships | Do What’s Right
Responsibilities
· Build and implement departmental workforce plan that enables the achievement of the business development strategy and plans.
· Monitor call quality to ensure agents are adhering to company standards.
· Set clear goals and targets for the business development team, aligning them with company objectives
· Design and execute robust training programs for new hires and existing team members.
· Analyze data and make suggestions to optimize call center efficiency
· Collect and analyze call-center statistics
· Collaborate with management to align goals with company objectives to ensure smooth operations across departments.
· Act as a technical resource to address and resolve inquires
Requirements
· Minimum of 3-5 years of experience in call center operations, specifically in an appointment setting or outbound calling environment.
· Ability to interpret call center metrics and make recommendations for actionable improvement.
· Demonstrated success in training & development of employees.
· Strong leadership and team management abilities
· Analytical skills to interpret data and identify trends
· Expert in providing exceptional customer service, problem-solving, and decision-making skills
· Proficient in call center software, phone systems, and technology
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- No weekends
People with a criminal record are encouraged to apply
Work Location: In person
Salary : $60,000 - $70,000
