Home Improvement Call Center Manager - Roofing - Reliable Roofing

Job description

Professional Salesperson Wanted By Industry Leader!
Excellent Pay- Excellent Career!
Experience in home improvement, remodeling or construction a great plus!
Closer mentality a must!

Construction company with a focus on roofing
Serving our customers for over 20 years
National Company with a strong local presence

Job Responsibilities:

Call Center Manager Essential Skills

• Problem-solving and conflict resolution skills
• Communication skills
• Analytical abilities
• Organizational and multitasking skills
• Strong leadership skills

Call Center Manager Roles & Responsibilities

• Work with other management team members to develop call center objectives, keeping profitability and efficiency in mind
• Lead team meetings and coach and motivate team members
• Train call center personnel
• Analyze call center data and prepare reports for upper management.
• Evaluate staff effectiveness and performance annually or on an as-needed basis
• Provide leadership and guidance to the dispatch 
• Monitor and report dispatch performance statistics.
• Provide oversight for carrier scheduling and routing software implementation, including managing any necessary updates to ensure compliance with contract requirements
• Ensure that all dispatchers receive adequate training
• Establish, monitor, and implement procedures for evaluating performance of employees
• Mediate problems and disputes between dispatch/route service personnel and customers as needed
• Ensure that department personnel adhere to all company policies concerning ethics, legal compliance, safety, customer service and environmental protection standards.
• Coordinate any necessary disciplinary action with the company’s human resources 
• Ensure that all equipment is properly maintained and operational at all times, including workstation computers, telephones/all communications devices
• Perform other duties as assigned by management.

Day-to-Day Duties

• Hire, train, and manage a team of call center representatives
• Work with call center representatives to solve problems like difficult calls from angry customers
• Collect and Analyze call center statistics and adjust processes to meet or exceed goals
• Create daily/weekly reports

Powered by JazzHR