Level 10 Coatings, a fast-growing concrete coating company based in Crown Point, Indiana, serving Northwest Indiana and the Chicagoland area, is seeking a Call Center Manager. This role involves structuring our call center operations and building a team. Initially, you will manage one caller, expanding to 2-3 additional callers in the future. The position offers a base salary of $50,000-$60,000 depending on experience, with an additional $15,000-$30,000 available in performance bonuses.
Why Work for Level 10 Coatings?
Level 10 Coatings is known for its excellent reputation in the market and has aggressive growth goals. We offer a highly collaborative and rewarding work environment. Specific job benefits include:
- $45,000-$60,000 base salary with additional compensation potential up to $30,000
- Performance-based bonuses
- Employee loyalty with opportunities for long-term career growth
- Flexible spending account
- Paid vacation that increases with seniority
Call Center Manager Desired Qualifications:
- Outbound call center supervisory experience is a must
- Management experience or top-producing call center agent experience
- 1-3 years of supervisory experience in a high-volume sales call center managing teams of 3-15 representatives
- In-home appointment setting is a plus
- Excellent verbal and written communication skills
- High school degree or equivalent
- Proficient computer and telephone communication skills
- Experience with high-volume call center software
- Excellent listening skills
- Ability to work with minimal supervision
- Knowledge of call center metrics, processes, methodology, and technology
- Ability to quickly learn our company’s products and services
- Ability to multi-task and stay organized
- Excellent interpersonal, problem-solving, and leadership skills
Call Center Manager Job Responsibilities:
Team Recruiting, Management & Compensation:
- Hire, onboard, and train call center personnel (both outbound and inbound)
- Provide front-line direction to the Call Center Agents
- Manage our inbound and outbound call center teams
- Prepare work schedules for efficient coverage
- Lead team meetings with call center staff
- Develop call center budgets in collaboration with the Director of Marketing
- Create and track bonus structures in collaboration with the Director of Marketing
- Ensure customer service and quality of work meet Level 10 Coatings’ standards
Training:
- Refine and execute training curriculum for the team
- Write/edit call scripts for different campaigns and audiences
- Coach call center staff through challenging customer lead generation objections
Metrics & Performance:
- Develop monthly, quarterly, and annual call center goals and action plans
- Oversee call center productivity and call volume
- Analyze call center data and prepare reports for upper management
- Ensure key performance metrics are met and improve customer experience and expand the customer base
- Evaluate staff effectiveness and performance on a monthly and quarterly basis
Level 10 Coatings is an equal opportunity employer and prohibits discrimination/harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Job Type: Full-time
Pay: $50,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Life insurance
- Paid training
- Vision insurance
Schedule:
- Monday to Friday
- Weekends as needed
Experience:
- Microsoft Office: 1 year (Preferred)
- Sales: 1 year (Preferred)
Ability to Commute:
- Crown Point, IN 46307 (Preferred)
Ability to Relocate:
- Crown Point, IN 46307: Relocate before starting work (Required)
Work Location: In person