Call Center Manager

The Call Center Manager – Sales will manage a group of inbound and outbound call center Sales agents who qualify sales leads and set, confirm, and manage sales appointments across multiple campaigns. He/she will be responsible for personnel related management, such as interviewing, making hiring recommendations, and performance related activities such as performance reviews, scheduling and attendance tracking. The products within Hanson’s line of services include roofing, windows, siding and other products the company may offer.

We Offer:

• Salary base of $60k-$70k/year + yearly bonus structure
• Weekly pay via direct deposit
• Full-Time
• Eligible for Health Benefits at 30 days of employment (medical, dental, vision, life, critical, accident, short-term & long-term disability)
• Eligible for 401k w/company match at 90 days of employment
• Paid Time Off
• Hybrid Schedule (2 days from home and 3 in-office)
• Additional 2 work from home days per quarter and 2 floating work from home days per year
• Advancement opportunities
• Referral bonuses
• Employee as well as Friends & Family Discounts

What You’ll Do:

• Own the customer experience - Ensure customers receive exemplary service during every interaction. Think and act in ways that put our customers first, give them seamless options at every touchpoint, and make them promoters of our products and services.
• Oversee day-to-day operations and ensure that customers receive complete, accurate answers to questions in a way that drives on outstanding initial customer experience.
• Be a hands-on leader, manage issues, handle difficult customer inquiries and complaints, and ensure that all work is completed. Strong use of problem-solving skills to deliver results.
• Build a culture of continuous improvement, delivering process enhancements to advance KPIs.
• Actively monitor agent calls to coach and develop all agents to ensure the utmost customer experience.
• Maintain an optimal, full, and efficient staffing model by managing active agents to ensure they are fully utilized.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Perform quality assurance auditing and ensure all leads are worked, and appointments are confirmed for customers who are interested in receiving a quote.
• Manage and report key performance indicators, including average speed to answer, abandon rate, service level, close rates, etc.
• Hold daily meetings with staff, individually and as a group to talk about performance towards goals, customer news and needs etc.
• Integrate technology, tools, and theory to improve visibility and KPI monitoring to deliver required weekly and daily reports for senior leadership.
• Manage employee relations issues, including hiring, interviewing, managing & tracking attendance, conducting performance reviews, managing disciplinary issues, and sustaining a positive work environment.
• Develop and maintain training material to effectively onboard new employees.
• Develop and maintain good working relationships with all internal customers, including Sales, Service, Operations, General Managers, and other internal partners.
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

What We Need:

• Bachelor’s degree or the equivalent work experience
• Minimum of five (5) years of professional work experience
• Minimum of three (3) years of prior experience in a call-center role
• Minimum of three (3) years of management/supervisory experience over a team of individuals
• Minimum of two (2) years of prior experience in Sales or Sales leadership role
• Excellent MS Word and Excel skills
• Must be well organized and detail oriented
• Must have good problem-solving abilities, and be able to make decisions with good judgment that create positive resolutions for both customers and the company

Core Values: Helping Customer Love Where They Live

The person in this position must have a commitment to reflecting the Company’s core values, which include:

• Get it Done – Fast, Right & Now
• Strive for Five – Go Above & Beyond
• Be a Problem Solver – Own it to Resolve it Today
• Care – Embrace Diversity and Treat Everyone with Priority, Respect & Integrity
• Communicate – Call / Answer / Reach the Customer

Physical Requirements:

• Must be able to remain sitting in a stationary position for prolonged periods
• Requires the ability to move about inside the office
• Must be able to move items weighing up to 25 pounds
• Must be able to communicate effectively with staff, customers, vendors, and the public
• Constantly operates a computer and other office equipment such as a calculator, copy machine and computer printer

Hours/Schedule:

Full-time, 40 hours per week/52 weeks per year. Standard hours are M – F, 8:00am-10:00pm EST with Saturdays and Sundays from 8:00am-8:00pm EST but due to cyclical nature of position, including evening and weekend hours, will be required to complete projects under deadlines. Some local and statewide travel may be required.

It is the policy of 1-800-Hansons not to discriminate against age, color, sex, sexual orientation, gender identity, disability, national origin, race, religion, or veteran status.