Call Center Manager

Livingston Associates has partnered with a local company who is looking to add a call center manager to their team!

The Call Center Manager will be responsible for the call center’s day-to-day operations and will play a vital role in delivering exceptional customer service and driving the success of our business through first impressions. Dedication to team leadership, customer satisfaction, and process improvement will contribute to our company's growth and reputation in the industry. This position is responsible for establishing company targets (KPI’s) and objectives, hiring and developing the customer services reps/lead generation team, and responsible for providing outstanding customer experience.

Job brief::
This position will be responsible for supervising a team of customer service representatives, providing exceptional customer service, and maintaining a positive and productive work environment. Leadership and communication skills will be essential in achieving our company's customer service/lead opportunities goal as well as creating sales opportunities through our rehash program. It is expected that you will lead and mentor a team while actively participating in daily operations as needed.

Compensation:

• $70,000-$100,000 per year based on experience

Responsibilities (but not limited to)::

• Represent and instill the company’s core values.
• Create excitement and motivation for your team.
• Call Center Management:
  • Develop and implement strategies to optimize call center performance and lead generation.
  • Hire, train, and coach call center representatives, supervisors and team leads to improve sales techniques and customer interactions.
  • Resolve escalated customer issues and provide support when necessary.
  • Ensure that all customer inquiries and concerns are handled professionally and in a timely manner.
  • Monitor key performance metrics (KPIs) and drive continuous improvement.
  • Meeting or exceeding established budgeted demo requirements to support the company’s strategic goals and objectives.
  • Ensure adherence to scripts, compliance standards, and customer service excellence.
  • Maintain scheduling, attendance, and productivity of the call center team.
• General Leadership & Strategy:
  • Collaborate with marketing and sales teams to align lead generation efforts.
  • Develop processes and best practices for the call center.
  • Work hands-on when needed, stepping in as an additional call center agent or event coordinator.
  • Supervise and motivate a team of customer service representatives to meet or exceed performance goals.
  • Conduct regular team meetings and one-on-one coaching sessions to provide feedback and training.
  • Responsible for hiring, training, and onboarding new call center employees.
  • Maintain budgets and ensure cost-effective execution of all initiatives.
  • Report on performance metrics and provide recommendations for growth.
  • Assist in corporate strategic planning.

Requirements and Skills::

• Proven operational experience - meeting or exceeding targets.
• Proven experience in a call center or customer service supervisory role.
• Excellent interpersonal, leadership, and communication skills.
• Strong leadership, coaching, and team-building abilities.
• Proven ability to drive results in sales and customer engagement.
• Strong problem-solving and decision-making abilities.
• Proficiency with call center software and reporting tools.
• Knowledge of event planning is a plus.
• Knowledge of window replacement and shower/bath replacement products and services is a plus.
• Ability to handle escalated customer issues and difficult situations.
• Flexibility in working hours to accommodate shifts and occasional weekend work.
• Strong analytical and problem-solving abilities.
• Strong attention to detail and organizational skills.
• Ability to work collaboratively with internal stakeholders.
• Proficient in Microsoft Office and CRM software(s).
• Must embrace technology.
• Must have a valid driver’s license.