What are the responsibilities and job description for the Call Center Manager position at K & H Home Solutions?
Company Description
K&H Home Solutions has been a trusted leader in home improvement services in Colorado for 70 years, specializing in windows, siding, roofing, and doors. Our mission: Be Fair. Earn Trust. Do Good Work. We offer premium products designed to meet homeowners' unique needs and enhance their homes with durable, energy-efficient, and visually appealing upgrades. We offer an exceptional customer experience which has resulted in steady referrals and repeat business.
Role Description
This is a full-time role for an experienced Call Center Manager, based in Arvada, CO, with some remote work flexibility. The Call Center Manager will oversee the daily operations of the call center to ensure efficiency and high levels of customer satisfaction. Responsibilities include managing the contact center team, training and coaching, analyzing performance metrics, streamlining processes, and implementing strategies to enhance the customer experience. The role requires collaboration with team members, monitoring KPIs, and effectively addressing any customer or operational challenges as they arise.
Qualifications
- Strong Customer Satisfaction and Contact Center Management expertise to maintain high-quality service standards and improve client relationships.
- Proven Team Management and Communication skills to lead, motivate, and support the call center staff effectively.
- Analytical Skills to assess performance metrics, identify areas for improvement, and implement data-driven solutions.
- Exceptional organizational and problem-solving abilities to handle workflow challenges and prioritize tasks efficiently.
- Experience in a leadership role within a call center or customer service environment preferred.
- Proficiency in call center software and reporting tools is a plus.
- Bachelor's degree in Business Administration, Communications, or a related field is advantageous but not required.