We are in search of a highly motivated professional to join us as the Director of Call Center Operations. This role holds a central position within our organization, focusing on enhancing customer satisfaction and fostering revenue growth through thoughtful management and strategic leadership of our call center operations. We're seeking an individual who values relationships, sets achievable goals, and is dedicated to achieving results while ensuring smooth workflows and exceptional customer service. The Call Center Manager will collaborate closely with the General Manager to meet daily revenue goals, promoting a positive and high-performance team culture. Moreover, this role will actively contribute to a supportive peer network, encouraging collaboration on best practices for continuous improvement within our call center operations.
Essential Duties & Responsibilities:
- Inspire and motivate a diverse team to follow best practices, book appointments, increase membership sales & provide excellent customer service.
- Ability to work interdepartmentally to achieve high customer satisfaction.
- Resolve escalated customer issues promptly.
- Establish and monitor key performance indicators (KPIs).
- Identify trends; recommend strategies; & implement objectives to drive growth & meet company goals.
- Evaluate recorded calls; conduct one-on-one regular performance reviews and mentoring sessions.
- Hire, onboard, and train cell center personnel.
- Responsible for time & attendance management to ensure staffing coverage.
- Become an expert in company services, market, & customer needs.
- Complete any responsibilities assigned by the General Manager.
Required Skills
- Excellent communication and active listening skills.
- Ability to multitask in a fast-paced environment.
- Strong attention to detail with problem solving capabilities.
- Demonstrated ability to achieve target goals.
- Proficiency in Microsoft Office products and technology.
Education & Experience
- High School Diploma or Equivalent (Required)`
- 1+ years supervisory experience in a call center or customer service environment.
- 2+ years in call center or customer service environment.
- Previous experience in an HVAC, Plumbing, or Electrical industry a plus.
- Previous Talkdesk or Service Titan experience, a plus.
What you will get if you join us: (may vary by location)
- 401(k) with 3% matching
- Medical, Dental and Vision plans
- $20K Life Insurance Policy Free to Employees
- Short- and Long-Term Disability plans
- Paid Time Off + 6 Holidays
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.
Job Type: Full-time
Pay: $65,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Weekly day range:
Work setting:
Application Question(s):
- Are you willing to submit to a company sponsored background check and drug screen, according to local laws and regulations?
Experience:
- call center or customer service: 2 years (Required)
- HVAC, Plumbing, or Electrical industry: 1 year (Preferred)
- call center or customer service supervisory: 1 year (Required)
Ability to Relocate:
- Deerfield Beach, FL: Relocate before starting work (Required)
Work Location: In person