Call Center Manager

Call Center Manager Job Description

The role of the call center manager is to provide full and comprehensive support to the GM of Retail/Director of Marketing. While these duties are representative of the day-to-day responsibilities of the call center manager, it is not all-inclusive and leaves room to allow for Directors’ request for assistance in other areas, ex: software implementations and integrations, process, and script changes, etc..

• Resume Sourcing, Interviewing and Hiring

• New Hire Classroom Training

• Team 1:1’s and coaching

• Scheduling and managing call center meetings

• Process development and alterations, as needed

• Assisting with salesforce facets for call center and other departments, as needed

• Scheduling supervisory hours as needed to split workload and team management properly

• Maintain a positive team culture, incentivizing agents as appropriate, provide a fun and drama-free workplace

• Pull MDI Reports and delegate announcements as you see fit

• Managing agents to perform to the following expectations:

• Demo Rate Benchmark: 90%

• Sales Volume/Agent Benchmark: $300k (per month contracted)

• Calls/Hr Benchmark: 30 OR 4-6 customer engagements

• Sets/Hr Benchmark: 1.75

• Gross Close Rate 35%

• Database Nurture Increase MOM 5%

• Rehash Increase MOM 5%

• One Parties Less than 10%

• Review and filter any calls/reports of incorrectly dispositioned appointments. Please provide appropriate support when addressing with leadership

• Troubleshoot and communicate any software issues with appropriate support teams, creating tickets as needed to fix any issues as soon as possible. Communicate with your manager, as needed, for escalation.

• Manage team to Pella Handbook expectations, adhering to attendance policies, professionalism guidelines, and leading the Pella Way

• Provide supervisor with support, as needed, to assist with any agent related or performance issues

This position is a 40 hour, full time, hybrid role that allows for occasionally some work-from-home days, provided that the duties and responsibilities are being met, the team is being fully supported, and the team is achieving expectations in performance metrics. Additionally, parameters around a work-from-home setup must be met. For example, you must have a dedicated workspace that allows call listening and inbound overflow, as well as provide immediate response via chat or calls for agent needs, etc.. At your own expense, you must meet the network requirements to have Augutech run on your computer from home. In-home distractions must be limited during scheduled hours.

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