What are the responsibilities and job description for the Leads and Events Manager (Rochester, NY) position at Wonder Windows?
The Leads and Events Manager has overall responsibilities for BSL Direct Sales, Inc. – dba Wonder Windows and Wonder Showers and Baths call center’s day-to-day operations as well as overall responsibility for shows and events for both sides of the business.
This position plays 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. The Leads and Events Manager 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:
The Leads and Events Manager plays a crucial role in ensuring the smooth and efficient operation of our call center as well as being responsible for our brand awareness at shows and events. 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:
Responsibilities (but not limited to):
Requirements and Skills:
This position plays 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. The Leads and Events Manager 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:
The Leads and Events Manager plays a crucial role in ensuring the smooth and efficient operation of our call center as well as being responsible for our brand awareness at shows and events. 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:
- $75,000-$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.
- Shows & Events Management:
- Plan, coordinate, and execute all trade shows, home shows, and promotional events.
- Identify high-value events and negotiate vendor contracts to maximize ROI.
- Meeting or exceeding established budgeted demo requirements to support the company’s strategic goals and objectives.
- Oversee event logistics, including booth setup, materials, staffing, and engagement strategies.
- Train and manage event staff to effectively promote our products and generate leads.
- Track event performance, analyze lead quality, report on performance and adjust strategies for improvement.
- General Leadership & Strategy:
- Collaborate with marketing and sales teams to align lead generation efforts.
- Develop processes and best practices for both the call center and event operations.
- 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 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.
Salary : $75,000 - $100,000
