Senior Call Center Manager - B2C - BRIX Recruiting Partners

Company Overview:

• This is a window & door company experiencing some exciting growth
• Authorized dealer of Marvin, Sunrise, ProVia, and Albany Door products
• 2023 Torch Award for Ethics Winner
• Better Business Bureau accredited with an A+ rating

What is Being Offered:

• Flexible compensation, base + bonus
• Benefits
• PTO & 401K with match
• Growth opportunity into a Director role

What The Position is About:

• Manage the company’s call center operations & team (current team has a Customer Service Manager and 6 call center reps)
• Recruit, hire, and train call center personnel
• Refine and execute training curriculum for the call center team
• Prepare work schedules to ensure efficient coverage
• Write/edit call scripts for different campaigns and audiences
• Work closely with the Director of Marketing to develop call center budgets
• Provide ongoing coaching, mentoring and performance feedback to the team
• Monitor and analyze call center metrics and reports to identify trends, address performance gaps, and implement process improvements

The Right Candidate Will Have:

• Call center leadership experience managing a team of 5-10+ reps
• Outbound call center experience is needed
• Experience working for a B2C sales organization is needed (home improvement industry experience is preferred)