Overview

Woodbridge Home Solutions is a Nationally Recognized home improvement company with over 34 years of industry experience. We offer design assistance to help homeowners select the right combination of products that will enhance their home’s beauty, reduce energy costs, and increase their home’s value. We are in the TOP 10 of nationally recognized home improvement companies. Are you ready to start your career with an industry leader?

The Call Center Supervisor is responsible for the supervision of our inbound and outbound Call Center; under the guidance of the Call Center Manager this position will ensure daily operations run according to company standards, ensuring that the calls are handled effectively and goals are met or exceeded on a consistent basis.

Duties and Responsibilities:

• Supervise the Inside Sales Call Center
• Ensure that Lead Perfection CRM and phone systems are used for optimum performance
• Recruit, hire and train new Inside Sales Representatives (ISRs) as needed
• Ensure staff is following established script and associated methodologies
• Monitor daily performance reports for each market to ensure each market is achieving the call center goals
• Complete weekly performance report per each ISR; analyze weekly statistics and coach accordingly
• Complete necessary forms for absence, requests for time off, and payroll changes in accordance to company policy
• Monitor incoming calls in an effort to ensure quality of conversation and that agents are providing a positive first impression in accordance to our standards and methodology
• Manage and correct all timesheet discrepancies timely
• Manage reward and recognition programs to drive performance
• Monitor calls and report findings for additional one-on-one training and employee development
• Conduct meetings with ISRs in a one-on-one basis and role play the inbound/outbound scripts and objections/rebuttals in an effort to gain the highest quality appointments
• Conduct daily meetings to instill the priority of the call center is to provide a positive experience for every customer while meeting company expectations
• Monitor daily schedule in each market to ensure all appointments are being covered or contacted if we will not be able to cover
• Conduct themselves and coach others to exemplify Woodbridge Home Solutions Core Values to coworkers and customers.
• Ensure that there is adequate coverage on the phones by building the ISRs schedule according to the Canvassing/Events schedule

Qualifications/Requirements:

• Minimum of 2 years of call center management experience required
• Appointment setting and inside sales experience preferred
• Home improvement call center management experience is a plus
• Strong communication and leadership skills
• Proven track record of meeting or exceeding set performance standards
• Must be willing to work daytime, evening, and weekend shifts
• Basic computer and data entry skills
• High school diploma, or equivalent
• Pre-employment background check

Compensation and Benefits:

• Base Salary Plus Bonus & Incentives
• Health, Dental & Vision Insurance
• Disability & Life Insurance
• Holiday/Paid Time Off
• Retirement/SRA

Woodbridge Home Solutions is an equal opportunity employer. To learn more about Woodbridge Home Solutions, please visit our website at www.woodbridgehomesolutions.com

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