- Lead, motivate, and develop a team of call center representatives to achieve performance targets and deliver exceptional customer service.
- Develop and implement call center policies and procedures to ensure efficiency, accuracy, and compliance with company standards.
- Monitor and analyze key performance metrics, such as hours per demo, demo rates, and lead set ratios, to identify areas for improvement and implement solutions.
- Conduct regular performance evaluations, provide feedback and coaching, and implement training programs to enhance the skills and capabilities of call center staff.
- Build an efficient and working pipeline of leads favorable towards company goals and objectives.
- Create, edit and maintain a repository of effective call center scripts.
- Oversee quality assurance efforts to ensure that minimum call quality guidelines are met.
- Manage staffing levels and schedules to ensure adequate coverage and optimal utilization of resources.
- Handle escalated customer inquiries and complaints in a professional and timely manner.
- Act as source of knowledge and best practices for call center technology, including CRM and phone system.
- Collaborate with other departments, such as sales, marketing, and IT, to address customer issues and improve processes.
- Stay up-to-date on industry trends and best practices in call center management and customer service.
- Other duties as assigned.
- Strong working knowledge of CRM and dialer technologies, with an ability to operate to achieve results.
- Advanced understanding of telemarketing essentials, including script-writing, training to performance, and overall call center operations.
- High level of communication skills, both written and verbal including strong presentation and public speaking skills.
- Excellent phone skills, with ability to 'walk-the-walk' of a call center operator and supervisor.
- Ability to lead with a positive and energetic attitude.
- 5+ years in a supervisory position in a high-volume call center.
- College degree preferred.
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Manager - Assistant Service Center
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Old Dominion Freight Line Indianapolis, United StatesAre you someone who never rests on their laurels, always strives to go above and beyond, and is committed to keeping your PROMISES? Do you appreciate a company culture that is open, fosters work-life balance, and a dynamic team environment? Then Old Dominion is the home for you. ...
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Omega Enterprises Center, United StatesThe BRITA Group is one of the world's leading experts in optimized and personalized drinking water. BRITA is a hidden champion that has identified and successfully developed a market niche. Our most important asset is our team of more than 2,000 employees around the globe. Values ...
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Phoenix Innovations Lizton, United StatesWe at TMD. Now with you. · That's who we are · Together with Octapharma Plasma GmbH, we are THE blood and plasma donation center in Germany. We work for people. And with people. Because our donors and employees are very important to us. · We understand that it is our employees wh ...
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Fitness Center Manager
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The National Institute for Fitness and Sport (NIFS) Indianapolis, United StatesJob Description · Job DescriptionPOSITION SUMMARY: The National Institute for Fitness and Sport (NIFS) is seeking a fitness professional with proven abilities in the daily supervision and administration of a fitness center facility. Staff development; member service; and oversigh ...
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Distribution Center Manager
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teamworkonline Indianapolis, United StatesThis individual will be responsible for effectively and profitably managing and directing the day to day aspects of all warehouse operations. · Company Overview: · Legends is a holistic agency that specializes in delivering solutions for legendary brands. We approach each project ...
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Business Center Assistant Manager
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PNC Financial Services Group, Inc. Indianapolis, United StatesPosition Overview · At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our emp ...
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Business Center Assistant Manager
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PNC Indianapolis, United States**Position Overview** · At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our ...
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HVM, Service Center Manager
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Vertiv Indianapolis, United StatesJob Summary · High Voltage Maintenance is currently seeking an experienced Operations individual with some Sales background to manage our Indianapolis territory. This Service Center Manager will provide business, managerial, and technical direction to our technicians and custo ...
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HVM, Service Center Manager
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Vertiv Indianapolis, United StatesJob Summary · High Voltage Maintenance is currently seeking an experienced Operations individual with some Sales background to manage our Indianapolis territory. This Service Center Manager will provide business, managerial, and technical direction to our technicians and custome ...
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Pet Resource Center Manager
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Humane Society of Indianapolis, Inc Indianapolis, United StatesJob Description · Job DescriptionPosition Summary: · The Pet Resource Center (PRC) Manager is responsible for assisting the public with finding alternatives to surrendering their pets to the shelter or aiding in safely rehoming them if retention is not a feasible option. · Essen ...
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Plant Manager III- Center, TX
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Tyson Foods Center, United States Full timeJob Details: · SUMMARY: This position is responsible for all functional areas of a poultry tray pack processing plant including the efficient operation of three production shifts maintenance personnel safety shipping receiving sanitation scheduling quality and process improvemen ...
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BCforward Indianapolis, IN, United StatesBCForward is currently looking for Care Manager II (RN) in Remote for IN. · Job Title: Care Manager II (RN) · Location: Indianapolis, IN Remote ) · Duration: Temp to Perm · Pay-Rate: $50/Hr. on W2 · Day shift: 8:00am - 5:00pm EST Mond through Friday. · Position Purpose: · Per ...
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Goodwill Industries of Central Indiana, Marion, United States_**This is a teaching position for our brand new Excel Center serving Grant County/Marion, IN residents later this summer (the position will hire in June). Are you looking for a more flexible teaching career than the traditional school setting? Do you enjoy being part of a suppor ...
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Dentist – DDS
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Aspen Dental Marion, United States Full timeThis opening is a lead dentist role, Managing Clinical Director. · At Aspen Dental, we put You first, offering the financial security and job stability that comes with working with a world-class Dental Service Organization (DSO). Our best-in-class learning and development traini ...
Call Center Manager - Indianapolis, United States - Bath Experts
Description
Job Description
Job DescriptionBath Experts is looking for a Call Center Manager who will embody a positive, results-oriented approach, dedicated to achieving and surpassing objectives. This role requires leading a highly productive team, instilling a strong sense of urgency to resolve issues while upholding superior standards of customer service. By prioritizing people-centric coaching, training, and leadership, you will play a pivotal role in nurturing our award-winning workplace culture (2023 Top Workplaces). Embracing a hands-on mentality will not only inspire but also actively assist team members, fostering an environment of collaboration and growth.
About the Role:As the Call Center Manager, you will be responsible for overseeing all aspects of our call center operations, ensuring the highest level of customer satisfaction and efficiency. You will lead an established team of high performing call center representatives, set performance goals, and implement strategies to meet and exceed targets. Additionally, you will be responsible for managing day-to-day operations, analyzing call center data, and implementing process improvements to enhance productivity and sales.
Job Duties & Responsibilities:Bath Experts is a home improvement company specializing in the transformation of residential bathtub and shower spaces. Started in 2019 in Indianapolis, Bath Experts is the exclusive Jacuzzi Bath Remodel dealer for Indiana and Ohio. After experiencing rapid growth in the past few years, we have since expanded into 7 additional markets (Cincinnati, Cleveland, Columbus, Dayton, Ft Wayne, Louisville and Lexington) with plans to expand to additional markets throughout the Midwest.
At Bath Experts, we strive to deliver a world-class experience for our customers and to be the best employer in the home improvement industry. We have generated over 1,300 customer reviews, with a 4.9 overall star rating and Bath Experts has been recognized as a "2024 Top Workplace in Indiana" for the 2nd consecutive year With top-of-the-industry compensation packages that include high wages and comprehensive benefits, and a commitment to giving back to our local charities (donated over $100,000 to local children's hospitals and youth charities), we are delivering on our promise to be a top employer and make a difference in our communities.