Call Center Manager

Full-time

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Responsibilities:

To be successful as a Call Center Manager, you must possess a "Closing" mindset and have prior experience in team development and implementing new procedures that benefit the company's growth. You will be responsible for managing, training, developing, and motivating a team of representatives in our Business Development Center to handle various customer sales campaigns. It is important for candidates to have strong business acumen, sales skills, and the willingness to take full accountability for the company's sales targets. Excellent communication, interpersonal, leadership, and motivational skills are necessary for this role.

You will supervise a team of lead representatives working with sales teams on-site and remotely, guaranteeing enough agent coverage during peak phone hours, holidays, and paid time off across all time zones.

You will need to monitor call and data traffic to accurately predict staffing needs;

Continuously measure performance to ensure operational targets and service levels are met and maintain accurate data for review;

Recruit, hire, train, and manage the call center team to handle calls, secure messages, appointment scheduling, and outbound calls while also assisting with call queue and scheduling;

Actively supervise calls to ensure high-quality standards are maintained;

Develop and implement call center goals and action plans on a monthly, quarterly, and annual basis while providing coaching and feedback to individuals and teams as necessary;

Maximize customer connection and transfer processes between the call center and field agents;

Create scripts that support the customer's buying journey across all touchpoints;

Assist leadership in establishing a process and strategy for outbound lead generation, including potentially identifying and managing third-party support;

Develop a lead pipeline strategy by prospecting potential customers through outbound activity from inactive and existing customers and a prospect database;

Handle escalated customer calls, chats, and emails as needed;

Manage and maintain the customer intake process into the database;

Comfortably report trends and opportunities for improvement to leadership;

Work collaboratively with field agents, sales leadership, marketing, training, and other teams to promote growth and customer success.

Qualifications:

To be considered for the position, a Bachelor's degree or five years of developed call center experience is required. A high school diploma is the minimum educational requirement.

Previous supervisory/leadership experience in a call center is highly preferred.

Candidates must have five years of customer service experience and at least two years of experience managing inbound/outbound calls in a call center environment.

They must have demonstrated expertise in call center technology, including telephony, call trees and routing, chat, and call recording.

Experience in the construction domain is a plus.

Candidates should have knowledge of and experience with performance evaluations and customer service metrics.

Excellent communication, customer service, and problem-solving skills are necessary, as well as the ability to remain composed under stress.

Candidates should be able to work well in a team environment, have strong organizational skills, and be able to multitask while managing time to meet frequently changing deadlines in a fast-paced environment. Strong leadership and motivational skills are required, and candidates should have an outgoing personality and be willing to work with people on a daily basis.

Proficiency in computer and internet skills is expected.

Allos Resources is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.