What are the responsibilities and job description for the Call Center Manager - Roofing position at Reliable Roofing?
About Us :
Do you have the right skills and experience for this role Read on to find out, and make your application.
At Reliable Roofing, we are committed to providing excellent customer service and creating positive experiences for our clients. We are seeking an experienced and motivated Call Center Manager to lead our customer service team and help us maintain the highest standards of service excellence. If you're an experienced leader with a passion for customer satisfaction and team development, we want to hear from you! Our call center focuses on scheduling appointments by inbound and outbound calls to warm leads. We don't cold call.
Job Description :
As a Call Center Manager , you will oversee the daily operations of our call center and lead a team of customer service representatives. You will be responsible for ensuring that our team delivers top-tier customer service, meets performance goals, and maintains high levels of client satisfaction. You will also play a key role in training, coaching, and mentoring team members, while analyzing performance metrics to identify areas for improvement.
Key Responsibilities :
- Manage, supervise, and motivate a team of call center agents to meet and exceed performance goals.
- Monitor daily call center operations, ensuring effective resource utilization and high-quality customer service.
- Provide leadership in handling customer escalations and resolving complex issues.
- Conduct regular one-on-one coaching sessions and performance reviews with agents.
- Create and implement strategies to improve efficiency, customer satisfaction, and overall team performance.
- Develop and maintain key performance indicators (KPIs) to track team performance and quality standards.
- Prepare and analyze reports on team performance, customer satisfaction, and call center metrics.
- Ensure compliance with company policies, procedures, and industry regulations.
- Collaborate with other departments to improve processes and enhance the customer experience.
- Oversee call center scheduling, ensuring adequate coverage for peak times and managing shifts effectively.
Qualifications :
Why Join Us?
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