What are the responsibilities and job description for the Call Center Manager - B2C position at BRIX Recruiting Partners (Home Improvement)?
Company Overview:
- This is a growing window and door company currently servicing homeowners throughout Raleigh, with plans to expand into multiple new markets across North Carolina
- Better Business Bureau accredited with an A rating
What is Being Offered:
- Competitive compensation (base bonus)
- 401K with match & PTO
What The Position is About:
- Lead and motivate the call center team (currently 3 agents, with plans to continue to grow this team)
- Oversee day-to-day operations, ensuring the team meets or exceeds KPIs
- Develop and implement call center strategies to optimize efficiency, productivity, and sales
- Recruit, hire, and train call center personnel
- Make rehash calls weekly
- Provide ongoing coaching, mentoring, and performance feedback to the team
- Monitor and analyze call center metrics and reports to identify trends, address performance gaps, and implement process improvements
The Right Candidate Will Have:
- Proven call center leadership experience within the home improvement industry
- The ability to perform rehash calls
- Experience implementing and training call center processes and systems
- Experience with data management and data analysis