We are looking for an EXPERIENCED HVAC Call Center Manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will ensure that technology is utilized to a maximum and that staff are well-organized and productive. An excellent call center manager must be an organized, reliable and a results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company.
Responsibilities
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Maintain a 3-day call board
- Familiarity with Nexstar is a plus
- Outbound and inbound call experience is required
- Sales background is required
- Leadership of a team from previous employer is required
- You must be able to hold your team and yourself accountable to hit the daily goals
- Hire, coach and provide training to personnel to maintain high customer service standards
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for your department
Skills
- Proven experience as call center manager
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Daily Activities consist of:
- Backup on-call when necessary
- Review overnight calls
- Schedule/book all calls
- Return customer phone calls as required
- Verify number of technicians available with Service Manager
- Set number of calls needed
- Update and maintain a 3 day call board
- Review prior day calls totals such as statistics, total inbound calls, abandon rate percent, total booked calls and total opportunity calls vs. booked calls for CSR conversion rate
- Act on variances from the prior day including technology problems, training opportunity and staffing/availability issue
- Listen to calls from prior and same day
- Review and act on all customer concerns
- Attend daily huddle with managers to report numbers
- Keep 3 day call board up to date and live
- Develop action plans to hit daily calls goal
- Training employees
- Continued education
- Positive attitude
Job Type: Full-time
Job Type: Full-time
Pay: $55,000.00 - $60,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Schedule:
- Holidays
- Monday to Friday
- On call
- Weekends as needed
Ability to commute/relocate:
- Fort Worth, TX 76179: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Call Center Management: 5 years (Required)
- Call Center: 3 years (Required)
Work Location: In person