Overview

Abacus is currently seeking a Contact Center Manager to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. Our Contact Center Manager - Lead Generation will develop and implement strategies to maximize revenue opportunities through the call center, and to generate sales opportunities for Abacus technicians. This role will lead a team of specialists who will create and maintain strong customer relationships through outbound calls, emails and text messages.

Abacus is an award-winning residential services company that serves the greater Houston and Austin areas in Plumbing, Air Conditioning & Heating, and Electrical services. With over 20 years in business, Abacus has garnered a reputation for top-notch service and the highest quality workmanship. 

What's In It For Me?

• Market-leading Compensation with Commission
• Robust PTO Plan
• Health, Vision and Dental plans for you and your family to choose from
• 401K Retirement Plan with company match up to 30%
• Life Insurance, Short-Term and Long-Term Disability
• Special Program Options: FSA, EPA, Legal Services, Identity Theft, and Pet Insurance
• Continuous Training for your professional development
• Working in a supportive, collaborative, and fun environment
• Coached and supported career growth

Responsibilities

What Will I Do?

• Develop objectives for the Lead Generation teams 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.)
• Hire, coach and provide training to personnel to maintain high customer service standards
• Help to create an effective sales and lead generation strategy (sales calls, appointment setting, etc.)
• Monitor and improve employee outbound call handling 
• Evaluate team performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management

Qualifications

Do I have What it Takes?

• High school diploma or equivalent required
• Bachelor's degree preferred
• Experience in HVAC, Plumbing or related industry preferred
• At least 5 years in call center sales, inside sales, or lead geneteration
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Proficient in MS Office and call center equipment/software programs
• Experience in basic financial analysis (cost-effectiveness/cost-benefit)
• Solid understanding of reporting and budgeting procedures
• Knowledge of performance evaluation and customer service metrics
• Excellent time management skills with a proven ability to meet deadlines
• Ability to function well in a high-paced and at times stressful environment
• Must be fluent in English

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.