What are the responsibilities and job description for the Call Center Manager position at OX Floors?
Company Description OX Floors is a factory-direct flooring provider specializing in premium floor coatings at competitive, no-middleman pricing. The company offers lab-tested polyaspartic coatings designed for fast curing, long-term durability, and superior UV resistance, suitable for both indoor and outdoor environments. From garages and patios to pool decks and commercial spaces, OX Floors helps customers transform and customize their floors with reliable, high-quality solutions. Team members join a customer-focused organization committed to delivering trusted results and a standout experience. Working at OX Floors means contributing to a growing business centered on quality, performance, and service.
Role Description The Call Center Manager is a full-time, on-site role based in Stuart, FL, responsible for overseeing daily operations of the call center to ensure efficient, high-quality customer interactions. This role includes managing and coaching call center staff, monitoring performance metrics, and aligning team activities with service and sales goals. The Call Center Manager will handle escalated customer issues, refine scripts and workflows, and collaborate with sales, operations, and customer service teams to optimize processes. Day-to-day responsibilities also involve scheduling, training, and performance reviews, as well as using data and reports to improve customer satisfaction and operational effectiveness. The role requires a hands-on leader who maintains a positive, professional environment and supports continuous improvement.
Qualifications
Role Description The Call Center Manager is a full-time, on-site role based in Stuart, FL, responsible for overseeing daily operations of the call center to ensure efficient, high-quality customer interactions. This role includes managing and coaching call center staff, monitoring performance metrics, and aligning team activities with service and sales goals. The Call Center Manager will handle escalated customer issues, refine scripts and workflows, and collaborate with sales, operations, and customer service teams to optimize processes. Day-to-day responsibilities also involve scheduling, training, and performance reviews, as well as using data and reports to improve customer satisfaction and operational effectiveness. The role requires a hands-on leader who maintains a positive, professional environment and supports continuous improvement.
Qualifications
- Customer-focused experience with strong skills in Customer Satisfaction and service quality.
- Proven Contact Center Management experience, including call routing, metrics tracking, and workflow optimization.
- Strong Analytical Skills to interpret performance data, identify trends, and drive process improvements.
- Team Management experience, including coaching, mentoring, scheduling, and performance evaluation.
- Excellent Communication skills for clear, professional interactions with customers, team members, and leadership.
- Experience in a call center or customer service leadership role, preferably in home services, construction, or related industries.
- Ability to work on-site in Stuart, FL and maintain a reliable, consistent presence.
- Proficiency with call center software, CRM systems, and standard office tools (e.g., spreadsheets, reporting tools).
- Strong problem-solving, conflict resolution, and decision-making abilities.
- Associate or Bachelor’s degree in Business, Communications, or related field, or equivalent experience.