Call Center Director

New Bath Today is doing BIG things and was recently ranked one of the fastest growing companies in the state of Indiana. We are the bathroom experts, and our business is selling and installing walk-in tubs and walk-in showers. We take pride in our team’s energy, positive attitudes, and the ability to provide one of the best work environments in the business.

With growth comes a great opportunity, and we are excited to share an opening on our New Bath Today Team as the Call Center Director.

Our call center is the first point of contact for customers and setting appointments for our Outside Sales Representatives.

We are looking for a skilled Call Center Director to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. Our call center associates are sales driven and compensated as so. The ideal candidate will have a background in leading a sale driven call center, field promotions staff and experience in training and measuring KPI’s. You will ensure that technology is fully utilized, and that staff are well-organized and productive. An excellent Director of Customer Engagement must be organized, reliable and a  sales and result-driven professional. You must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must have a positive attitude, excellent customer service, great communication skills, and be able to motivate call center representatives that are highly incentivized to skill well qualified appointments for our outside sales teams.

Benefits

• Health Insurance, Vision, Dental, 401k (non-matching), LTD, STD, Life Insurance, and Accidental Death
• 15 Days Paid Time Off
• Major Holidays Off
• Paid Training
• Ability to be a part of a rapidly growing company with great opportunities.

Responsible To

General Manager

Job Summary

Our Inside Sales Representatives act as the liaison between our company and its potential customers through the facilitation of both inbound and outbound calls, to and from customers, without any cold calling.

The primary goal of the Call Center Director is to successfully train and motivate Inside Sales Representatives to convert calls with the customer to an in-home sales consultation by a New Bath Today Outside Sales Representative, while also relaying important information to and from the customer regarding the in-home consultation as well as which New Bath Today products the customer is interested in.

Duties and Responsibilities

• Develop objectives for the call center’s day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.).
• Oversee field promotions staff including Costco Brand Ambassadors and staff working in person tradeshows and events.
• Collect and analyze call-center statistics and KPI’s.
• Assume responsibility for reporting KPI’s to Sr. Leadership.
• Effectively communicate the requirements for an in-home sales consultation
• Ensure that representatives are effectively communicating the times and dates the Outside Sales Representatives are scheduled to perform the in-home sales consultations.
• Evaluate performance of Inside Sales Representatives and provided on the spot feedback where needed.

Hire, coach and provide training to personnel to maintain high customer service and sales standards.

• Follow established company procedures, policies, and ethics.
• Other duties as needed.

Core Competencies

• Leading Teams – Using appropriate methods and interpersonal styles to develop, motivate, and guide the team to attain successful outcomes and business objectives.

Detail Oriented – verifies important details, ensures there are no surprises or gaps.

• Collaboration – works with and through others to achieve common goals and desired results.
• Effective Listening – builds understanding through listening to what others have to say and responding appropriately.
• Interpersonal Relations – exhibits respect and understanding of others to maintain professional relationships.
• Verbal Communication – speaks with clarity, precision, and purpose in small groups.
• Coaching and Developing Others – Provide feedback, instruction, and development guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities.

Requirements

• Proven experience overseeing a sales-oriented call center or similar position.
• Knowledge of performance evaluation and customer service metrics.
• Experience in basic financial analysis (cost effectiveness, cost-benefit, etc.)
• Proficient in MS Office and call center software programs.
• Outstanding communication and interpersonal skills.
• Bachelor’s degree or equivalent; higher degree in a relevant discipline will be preferred.
• Legally authorized to work in the United States
• Ability to pass drug-screen and background check.

NEW BATH TODAY provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Schedule:

• Monday to Friday
• Work Location: In person