Call Center Manager needed immediately in the Merrillville, Indiana market! We are the fastest growing acrylic bath remodeling company and we need someone who can recruit, hire and train a team of Call Center Reps. Zeller NWI Baths is a multi-million dollar bath remodeling company and is looking for a Call Center Manager to help grow the company to the next level.

The goal of the call center is to convert leads to high-quality appointments for our outside sales teams. The ideal candidate has experience in training, coaching and developing call center staff. The Call Center Manager also has a proven record of accomplishment in extensively using data insights to meet and exceed appointment setting goals.

Essential Duties and Responsibilities include the following, other duties may be assigned:

• Maintains and improves call center operations by monitoring employee performance via listening to calls. Will also include follow-up training and coaching based on those findings.
• Pulls reports from CRM and provides weekly recommendations to the Marketing department.
• Works with the Marketing Director to identify call, text, and email campaigns, including automations to improve appointment set rates.
• Ensures accurate data capture in the CRM.
• Oversees dispositioning and returning of leads on all lead sources and platforms, as well as appointment resulting.
• Communicates regularly with the Marketing Director to identify lead source issues, trends, and areas for improvement.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies.
• Ensures the call center staff is available 90% of shift to take inbound/outbound calls; acts as additional caller when needed.

Competencies:

• To perform the job successfully, an individual should demonstrate the following competencies:
• 3-5 years' experience managing a call center or supervising a team within a large call center
• Direct experience in the home improvement industry or lead generation B2C call center a plus but not required
• Proven record of accomplishment in a managerial role
• Knowledge of CRMs and call center software
• Outgoing and energetic personality
• Excellent call control and customer service
• Ability to work with a variety of personalities in all forms of communication
• Can manage competing priorities
• A strong focus on people and processes to improve call center success
• Excellent verbal and written communication skills
• Ability to perform under pressure
• While performing the duties of this position, the employee is regularly required to sit

Compensation:

The Call Center Manager is compensated via a strong base salary and bonus structure tied directly to appointment setting metrics.

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