Call Center Manager

Location: Plymouth, MN

RowCal is an HOA and Property Management company founded on doing things better. We do it all with a refreshing, can-do attitude and joyful spirit that puts HOA leaders at ease. We'll be a partner that cares, collaborates and creates the best HOA experience for a community.

Want to grow your career with the company that's reinventing HOA management? With countless communities managed across the Midwest, we're always looking for quality people to add to our team and we are looking for a Care Team Specialist to join our team!

Job Summary:

A Care Team Manager oversees the daily operations of the call center and their employees. Their duties include hiring and training Call Center Agents, establishing goals for call center employees to follow and resolving any customer issues or other call center problems that occur. The Care Team Manager will develop objectives for the call center's day-to-day operations and analyze call center statistics to ensure that these objectives are met.

Role and Responsibilities

Supervisory Responsibilities:

• Interviews, recruits and hires, and trains staff in the care team department.
• Oversees the daily workflow of the care team department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees and in accordance with company policy.

Duties/Responsibilities:

• Recruit, hire, train, and manage a team of call center representatives
• Work with call center representatives to solve problems like difficult calls from upset customers
• Collect and analyze call center statistics and adjust processes to meet or exceed goals
• Create weekly reports
• Work with other management team members to develop call center objectives, keeping profitability and efficiency in mind
• Lead team meetings and coach and motivate team members
• Hire, onboard and train call center personnel
• Analyze call center data and prepare reports for upper management.
• Evaluate team effectiveness and performance upon establishing performance goals for agents.
• Reviewing PTO/payroll approvals
• Daily 1-1 phone calls/connects with Team Leads to navigate any day-to-day issues, communicate new objectives and evaluating team performance issues live
• Identifying areas for improvement in ordering processes, telephone handling, and other procedures
• Translating the business short, medium, and long strategy into deliverable objectives for your Team Leads
• This list is not definitive and there will also be misc. tasks and requests that require action as needed

Qualifications and Education Requirements

• 6 years of related experience in a Manager role
• Excellent communication and interpersonal skills both with internal team members and stakeholders
• Proficiency with CRMs (Zendesk preferred), MS Office and other call center equipment and software programs
• Problem-solving and conflict resolution skills
• Analytical abilities
• Organizational and multitasking skills
• Strong leadership skills

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Benefits:

We offer competitive pay with a commission and incentive bonus, and an excellent benefits package including paid time off, holidays. Insurance benefits offered include medical, dental and vision for employees and dependents. We also offer life insurance, AD&D, short- and long-term disability insurance. Additionally, there is a generous employer match 401(k) savings plan.

RowCal is an EOE meaning we provide equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, military or veteran status, or any other characteristics protected by law.