Job: Call Center Manager
Pay: $85 - 95K D.O.E.
Location: Kennesaw, GA
Schedule: Mon - Sun 7a - 9p (Rotate Between Multiple Shifts)
Full Time, Direct Hire
Great Benefits Including: Medical, Dental, Vision, HSA, 401K, Competitive Pay & More…
Call Center Manager Job Description:
PrideStaff is partnering with a well-known services company in the greater Atlanta area looking for their next Call Center Manager. The Call Center Manager will be responsible for the 24/7 operation and performance of over 35 in-house team members, as well as a 3rd party call-handling team. The Call Center Manager will build a culture of excellence by driving sales through inbound and outbound calls, lead training programs, and foster a positive high-moral environment of excellence. The ideal Call Center Manager has multiple years of experience leading a team in a call center environment, has excelled in sales, is proficient in CRM programs, and has worked in/for the service industry. The Call Center Manager is a full time, direct hire position in Kennesaw, GA.
Call Center Manager Job Responsibilities:
- Transition The Call Center Into a Sales-Focused Operation With Inbound/Outbound Call Initiatives Aimed at Promoting & Selling Services
- Meet & Exceed Operational KPI’s Such as Sales Conversion Rates, Service Levels, Occupancy, Abandonment Rate, First Call Resolution, AS & Other Traditional Call Center KPI’s
- Identify Opportunities For Improvement & Implement Solutions
- Develop & Execute Sales Strategies to Meet & Exceed Team & Individual Performance
- Design & Implement Ongoing Sales Training Programs, Script, & Role Playing to Expand CSR’s Knowledge of Our Offerings & Improve Their Ability to Sell Effectively
- Optimize Workforce Management, Scheduling, & Resource Allocation to Maximize Efficiency & Productivity
- Create a Best-in-Class Culture That Promotes High Performance, Employee Engagement & Exemplary Customer Satisfaction
- Work With Cross-Functional Teams & Departments to Improve Business Processes That Support The Call Center For Continuous Customer Satisfaction
- Supervise, Coach, Develop, Train, Evaluate & Lead a Team of Service/Sales Agents in The Call Center
- Deliver, Create, & Execute Employee Success Plans, Performance Evaluations, & Ensure All Employees Have a Clear Understanding of Goals & Expectations
- Analyze, Develop, & Review Reports to Make Recommendations For Improvement
- Maintain Expert-Level Knowledge of Products, Services, & CRM Tools to Share With Team Members
- Foster Open & Honest Communication With All Employees
- Follow Company Policies & Procedures as Well as Manage Projects as Required
Call Center Manager Job Requirements:
- High School Diploma Required
- Bachelor’s Degree in Business, Communication, Leadership, or Equivalent in Work Experience Required
- 5+ Years of Proven Management, & Leadership Experience, in a Call Center Environment, Focused on Delivering Top-Notch Customer Service Required
- Prior Experience in The Services Industry (HVAC) Along With Certification in Sales or Leadership Training Preferred
- Must Have Expertise in Both Inbound & Outbound Call Strategies, Including Developing & Implementing Sales Initiatives & Scripting to Drive Performance
- Ability to Foster a Culture of Accountability, Teamwork, & Continuous Improvement
- Outstanding Oral, Written, & Interpersonal Communication Skills With The Ability to Work With All Levels of Management & Team Members
- Proven Ability to Motivate, Coach, & Develop Individuals in a Team-Based Environment
- High Level of Proficiency WIth MS Office Tools & CRM Programs With The Ability to Adapt to New Systems Quickly
- Must be Able to Work Monday to Sunday, With Shifts Between The Hours of 7am - 9pm
PrideStaff Hiring Requirements:
- Must be 18+ Years Old
- Must be Willing to Submit to a Pre-Employment Background Check
- Must be Willing to Submit to a Drug Screen
- Must be Able to Provide Proof of Eligibility to Work in The U.S.
Jumpstart your career with a full-time job, with a great company, competitive wages, and let PrideStaff support you in your future employment endeavors. Your future starts with PrideStaff!
Job Type: Full-time
Pay: $85,000.00 - $95,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Education:
- High school or equivalent (Required)
Experience:
- Microsoft Office: 5 years (Required)
- Sales: 5 years (Required)
- Call center management: 5 years (Required)
Work Location: In person
