Call Center Manager

Position: Call Center Manager

Location: Charlotte, NC

About the Company

We are a 23-year-old, family owned and operated home remodeling company that has serviced the greater Charlotte area with the highest quality, Windows, Doors and Bathroom products in the country. We are the authorized Jacuzzi dealer in the Charlotte area. We have a stand-up marketing team that pre qualifies and schedules all of our appointments. We have a top-notch training program and we use it to help our customers achieve their home remodeling dreams and in turn helps our sales reps make amazing income. Carolina Home Remodeling is the absolute best in the area and that's not because we outsell the competition (which we do) but because of the culture we have created and the values we live by.

Summary

Carolina Home Remodeling is seeking an experience Call Center Manager to oversee the daily operation of the call center. The main purpose of the Call Center is to set qualified appointments for in-home sales team. The Call Center Manager is responsible for the management of the call center and achieving the company KPI’s as outlined in the Carolina Home Remodeling company goals.

Key Responsibilities and Accountabilities:

·        Manage CHR Call Center Technology, Processes, Scripts and Methodology.

·        Oversee Confirmation Processes, Scripts and Methodology.

·        Manage the call center team according to the CHR employee handbook and policies.

·        Oversee and update the appointment scheduling board for CHR

·        Motivate and drive the call center team to meet KPI’s throughout each day.

·        Plan, prepare, and execute motivational contests and activities.

·        Listen, coach and train the call center team to use and follow the systems, processes, scripts and methodology on every call.

·        Manage the call center team to achieve company planned KPI’s.

·        Operate, manage and seek out the use of technology to increase efficiency and automation in the call center department.

·        Assist in any other duties as asked by the manager or company management.

Requirements/Qualifications:

·        5 yrs of call center experience

·        2 Yrs of Call Center Management Experience

·        TCPA knowledge

·        Strong interpersonal and communication skills

·        Experience with Lead Perfection, preferred or experience with other CRM systems

·        Excellent time management and organizational skills

·        Experience with the Home Improvement industry a plus

·        In office position

Compensation

Salary $80,000-$100,000 plus bonus opportunity

Benefits

Health Insurance

Dental Insurance

401(k) plus company match

Paid Time Off

EEO

Carolina Home Remodeling provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.