Home Improvement Call Center Manager - Valley Village, United States - Reliable Roofing

Reliable Roofing

Verified Company

Valley Village, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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

Responsibilities:

Call Center Manager Essential Skills:

Problemsolving 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 asneeded 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

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