Description

We are seeking a highly organized and experienced Call Center Manager to join our team at Elmer’s Home Services. As the Call Center Manager, you will be responsible for overseeing the daily operations of our call center, ensuring efficient and effective handling of customer inquiries and requests. If you have strong leadership skills, exceptional customer service abilities, and a passion for the construction industry, we would love to hear from you.

Responsibilities

• Manage and lead a team of call center agents, providing guidance, support, and training as needed.
• Develop and implement call center policies and procedures to ensure effective and efficient operations.
• Monitor call center performance metrics, including call volume, wait times, and customer satisfaction, and make necessary adjustments to meet targets.
• Coordinate with other departments to address customer concerns and provide timely resolution.
• Conduct regular performance evaluations of call center agents and provide feedback for improvement.
• Identify areas for process improvement and implement strategies to increase efficiency and customer satisfaction.
• Develop and maintain strong working relationships with clients, ensuring exceptional service delivery.

Requirements

• Proven experience as a Call Center Manager or similar role, preferably in the HVAC and Plumbing industry.
• Excellent communication and interpersonal skills.
• Strong leadership and team management abilities.
• Exceptional customer service skills and the ability to handle difficult situations with professionalism.
• Proficient in call center software and systems.
• Knowledge of performance evaluation and customer service metrics.
• Ability to multitask and prioritize in a fast-paced environment.