Call Center Director
Company: 1-800 Hansons, LLC
Location: Troy
Posted on: June 22, 2022
Job Description:
1-800-HANSONS is seeking an experienced and talented individual
to join our team as a Call Center Director. The Call Center
Director will direct the inbound and outbound call center sales
team. -The team works to qualify sales leads and set, confirm, and
manage sales appointments across multiple campaigns. -This leader
will identify and implement tactics focused on optimizing sales
leads, and maximizing revenue. -He/she will be responsible for
personnel related management, such as interviewing, making hiring
recommendations, and performance related activities such as
performance reviews, scheduling and attendance tracking. The
products within Hanson's line of services include roofing, windows,
siding and other products the company may offer. - -Essential
Duties/Major Accountabilities:
- Own the customer experience - Ensure customers receive
exemplary service during every interaction. Think and act in ways
that put our customers first, give them seamless options at every
touchpoint, and make them promoters of our products and
services.
- Oversee day-to-day operations and ensure that customers receive
complete, accurate answers to questions in a way that drives on
outstanding initial customer experience. -
- Be a hands-on leader, manage issues, handle difficult customer
inquiries and complaints, and ensure that all work is completed.
Strong use of problem-solving skills to deliver results.
- Develop and implement best practices
- Build a culture of continuous improvement, delivering process
enhancements to advance KPIs.
- Actively ensure agents are receiving appropriate, effective
coaching
- Build and professionally develop Managers and agents.
- Maintain an optimal, full, and efficient staffing model and
maximize utilization.
- Consistent exercise of independent judgment and discretion in
matters of significance.
- Manage and report key performance indicators, including average
speed to answer, abandon rate, service level, close rates,
etc.
- Hold daily meetings with staff, individually and as a group to
talk about performance towards goals, customer news and needs
etc.
- Integrate technology, tools, and theory to improve visibility
and KPI monitoring to deliver required weekly and daily reports for
senior leadership.
- Manage employee relations issues, including hiring,
interviewing, managing & tracking attendance, conducting
performance reviews, managing disciplinary issues, and sustaining a
positive work environment.
- Develop and maintain training material to effectively onboard
new employees.
- Build and maintain an appropriate knowledge-base to drive
accurate, credible information to customers.
- Develop and maintain good working relationships with all
internal customers, including Sales, Service, Operations, General
Managers, and other internal partners.
- Regular, consistent, and punctual attendance. Must be able to
work nights and weekends, variable schedule(s) and overtime as
necessary.
- Other duties and responsibilities as assigned..
Minimum Required Knowledge, Skills, & Abilities:
- Bachelor's degree or the equivalent work experience
- Minimum of five (5) years of professional work experience
- Minimum of three (3) years of prior experience in a call-center
role
- Minimum of three (3) years of management/supervisory experience
over a team of individuals
- Minimum of two (2) years of prior experience in Sales or Sales
leadership role
- Experience with auto-dialers
- Excellent MS Office Suite knowledge
- Must be well organized and detail oriented
- Must have good problem-solving abilities, and be able to make
decisions with good judgment that create positive resolutions for
both customers and the company
Additional Preferred Qualifications:
- Knowledge about the roofing, siding, and window industries
- Prior supervisory experience in a similar setting
- Experience with Five9 or another dialer syste
Physical Requirements:
- Must be able to remain in a stationary position for prolonged
periods
- Requires the ability to move about inside the office
- Must be able to move items weighing up to 25 pounds
- Must be able to communicate effectively with staff, customers,
vendors, and the public
- Constantly operates a computer and other office equipment such
as a calculator, copy machine and computer printer
---Hours/Schedule:Full-time, 40 hours per week/52 weeks per year.
This Call Center leaders must be available for shifts 7 days a
week. Hours are subject to change, but are generally 8AM-8PM every
day. -Due to the cyclical nature of the position, some overtime,
including evening and weekend hours, may be required to complete
projects under deadlines. Some local and statewide travel may be
required.
Keywords: 1-800 Hansons, LLC, Troy , Call Center Director, Executive , Troy, Michigan
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