Job description
TruGuard, a remodeling company in Charlotte, NC, is looking for a full-time Call Center Manager who is excited to improve upon and grow the Customer Service department.
The goal of the call center is to convert leads to high-quality appointments for our outside sales teams. The ideal candidate has experience in training, coaching and developing call center staff. The Call Center Manager also has a proven record of accomplishment in extensively using data insights to meet and exceed appointment setting goals.
Essential Duties and Responsibilities include the following, other duties may be assigned:
Maintains and improves call center operations by monitoring employee performance via listening to calls. Will also include follow-up training and coaching based on those findings.
Pulls reports from CRM and provides weekly recommendations to the Marketing department.
Works with the Marketing Director to identify call, text, and email campaigns, including automations to improve appointment set rates.
Ensures accurate data capture in the CRM.
Oversees dispositioning and returning of leads on all lead sources and platforms, as well as appointment resulting.
Communicates regularly with the Marketing Director to identify lead source issues, trends, and areas for improvement.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies.
Ensures the call center staff is available 90% of shift to take inbound/outbound calls; acts as additional caller when needed.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
3-5+ years' experience managing a call center or supervising a team within a large call center
Direct experience in the home improvement industry or lead generation B2C call center a plus but not required
Proven record of accomplishment in a managerial role
Knowledge of CRMs and call center software
Outgoing and energetic personality
Excellent call control and customer service
Ability to work with a variety of personalities in all forms of communication
Can manage competing priorities
A strong focus on people and processes to improve call center success
Excellent verbal and written communication skills
Ability to perform under pressure
While performing the duties of this position, the employee is regularly required to sit
Compensation:
The Call Center Manager is compensated via a base salary and bonus structure tied directly to appointment setting metrics.
Location:
This is an on-site, in-office position
Our office is located at 131 Matthews Station St Suite 2A, Matthews, NC
Relocation assistance is available
TruGuard is a remodeling company that specializes in exterior (roofing, windows, siding, gutters, doors) and interior (baths, showers, flooring) services. We are a team of dedicated professionals who are hungry for knowledge and self-improvement. Each person has a responsibility to uphold our principles:
Always Do What’s Right
Do Whatever It Takes
Dedicated to Excellence
Team Player
Tru to Our Word
Our entire team is excited about where we are headed, and we want you to help lead that growth!
TruGuard is an Equal Opportunity Employer
Job Type: Full-time
Pay: $42,000.00 - $60,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Paid training
- Vision insurance
Shift:
- 8 hour shift
Supplemental pay types:
- Bonus pay
- Commission pay
Weekly day range:
- Monday to Friday
Work setting:
- In-person
Experience:
- Call center management: 3 years (Preferred)
Work Location: In person
abouteureka.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, abouteureka.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, abouteureka.com is the ideal place to find your next job.