What are the responsibilities and job description for the Call Center Manager position at RogueSearch?
Call Center Manager
Tampa, FL
Bring your call center management experience and join our client, a private-equity backed real estate company who own / operate 200 manufactured home communities across the USA. This role will directly impact new home sales and resident satisfaction.
Highlights :
Fast-Growing Company : Our client is backed by a Top 20 Private Equity firm and is in a major growth and reinvestment phase, this is a “ground floor” opportunity with excellent future career opportunities.
Leadership Role : Lead an enthusiastic 7-10 member call center team get your own office.
Impactful Role : As leader of the national call center, you’ll bring impact daily to associates across the country.
What you’ll do :
Oversee the day-to-day operations of the company call center which include hiring, training, coaching, leading a team of call center representatives, setting performance goals, monitoring customer service quality, implementing strategies to optimize call center efficiency, and achieving customer satisfaction targets.
Additionally, this individual works directly with cross functional key stakeholders at the community, regional, home office, and leadership levels.
Responsibilities :
Team Leadership (50%)
Hire, onboard, and train new call center representatives.
Provide ongoing training and development for team.
Coach and motivate team to achieve performance goals.
Coach team through challenging customer calls.
Provide performance evaluations and feedback to team.
Address any team member concerns and resolve issues swiftly.
Lead team meetings.
Operational Oversight (30%)
Monitor call center metrics (call volume, average handle time, etc.)
Analyze call center data to identify areas for improvement.
Implement process changes to optimize efficiency.
Prepare team work schedules to ensure maximum coverage and meet call volume demands.
Customer Service Focus (10%)
Ensure high-quality customer interactions.
Handle escalated customer complaints and issues.
Monitor customer feedback and implement improvements.
Set customer service standards and expectations.
Strategic Planning (5%)
Develop monthly, quarterly and annual call center goals and action plans.
Identify new technologies and tools to improve call center operations.
Budget and resource allocation for the call center.
Analyze call center data, prepare reports, and develop presentations for leadership.
Prepare and review monthly commission statements for leadership approval.
Other (5%)
Complete required tasks accurately, expertly, and in a timely manner, while handling multiple priorities.
Attend regular weekly meetings to review call center strategies.
Fully collaborate with all key stakeholders to meet or exceed company objectives and goals.
What you’ll need :
High school diploma or GED is required.
Minimum of 3 years’ relevant work experience leading a call center team.
Experience developing processes and procedures for call center optimization is preferred.
Strong customer service skills.
Strong leadership, coaching, motivating and mentoring skills - must be effective at providing detailed and specific feedback to team to equip them to meet identified business goals. Must be effective at giving and receiving feedback.
Strong interpersonal, written, and verbal communication skills.
Ability to work in a fast paced and team-centered environment.
Enjoy collaborating, being a team player with a strong work ethic, accepting constructive feedback, and following directions from a manager.
Committed to self-development of call center operations and technological advancements.
Ability to use the Microsoft Office suite of products including Outlook.
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