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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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