What are the responsibilities and job description for the Contact Center Manager position at Perfect Choice Home Solutions?
Contact Center Manager
Perfect Choice Home Solutions is currently seeking a highly motivated and experienced Contact Center Manager to augment our team. As the Contact Center Manager you will be responsible for leading a team of telemarketers, driving sales through inbound and outbound calls, and implementing telemarketing strategies to generate leads, increase sales, and meet monthly targets.
Your primary responsibility will be to achieve sales targets, increase revenue, and maintain high standards of customer service. To ensure that your team performs at their best, you will provide guidance, coaching, and training. You will also monitor and evaluate telemarketing calls to ensure that quality standards are met and provide feedback to improve performance.
The ideal candidate will have a proven track record in telemarketing, excellent leadership and management skills, strong sales and negotiation skills, and outstanding communication and interpersonal skills. The candidate should be results-driven with a focus on exceeding sales goals and driving revenue growth , and have the ability to analyze data and generate meaningful insights to enhance telemarketing strategies.
The Contact Center Manager will collaborate with marketing and sales teams to align telemarketing efforts with overall business objectives and strategies. The candidate will also analyze sales data and metrics to identify trends, opportunities, and areas for improvement.
Perfect Choice Home Solutions provides an exciting and fun working environment, with incentive programs and company contests that offer gift cards, lunches, and days off.
If you meet the qualifications and are ready for a new challenge in a dynamic work environment, apply today!
Required Skills and Qualifications Hard skills
- Proficiency in call center software (e.g., Five9, NICE inContact, Genesys)
- Understanding of KPIs such as AHT, CSAT, FCR, and SLA adherence
- Experience with workforce management and scheduling tools
- Ability to analyze performance data and generate reports
- Knowledge of compliance standards (e.g., TCPA, PCI)
Soft skills
- Strong leadership and team development skills
- Effective problem-solving and decision-making
- Clear communication and interpersonal abilities
- Conflict resolution and adaptability in a fast-paced environment
Educational requirements
- High school diploma or GED required
- Bachelor’s degree in business, communications, or a related field preferred
Certifications
- Not required, but certifications in call center management or customer service (e.g., HDI, ICMI) are beneficial
Preferred Qualifications
- 3 years of experience managing a call center team
- Familiarity with both inbound and outbound operations
- Experience in a high-volume or multi-site environment
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
- Paid training
Shift:
- 8 hour shift
People with a criminal record are encouraged to apply
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 3 years (Required)
- Management: 3 years (Required)
- Conflict management: 1 year (Preferred)
- Telemarketing: 1 year (Required)
- Home Improvement Sales: 1 year (Preferred)
- Communication skills: 1 year (Preferred)
- Ability to motivate: 1 year (Preferred)
Shift availability:
- Day Shift (Required)
Ability to Commute:
- Creve Coeur, IL 61610 (Required)
Work Location: In person
Salary : $50,000