What are the responsibilities and job description for the Call Center Manager - B2C position at Home Improvement?
Company Overview:
- This is a well-established exterior home improvement company serving the Greater Philadelphia area
- Better Business Bureau accredited with an A rating
What is Being Offered:
- Competitive base quarterly bonus opportunity
- Full benefits
- 401K with match & PTO
What The Position is About:
- Lead and develop the call center 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
- Provide ongoing coaching, mentoring, and performance feedback to the team
- Create a high-performance culture of continuous improvement, teamwork, and accountability
- 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 preferably within the home improvement industry
- Strong coaching and training abilities with experience motivating teams through accountability
- Comfort using metrics and data to drive daily performance
- Experience with lead aggregators is preferred