Job Description
Job: Call Center Manager
Pay: $85 - 95K D.O.E.
Location: Kennesaw, GA
Schedule: Mon - Sun 7a - 9p (Rotate Between Multiple Shifts)
Full Time, Direct Hire
Great Benefits Including: Medical, Dental, Vision, HSA, 401K, Competitive Pay & More…
Call Center Manager Job Description:
PrideStaff is partnering with a well-known services company in the greater Atlanta area looking for their next Call Center Manager. The Call Center Manager will be responsible for the 24/7 operation and performance of over 35 in-house team members, as well as a 3rd party call-handling team. The Call Center Manager will build a culture of excellence by driving sales through inbound and outbound calls, lead training programs, and foster a positive high-moral environment of excellence. The ideal Call Center Manager has multiple years of experience leading a team in a call center environment, has excelled in sales, is proficient in CRM programs, and has worked in/for the service industry. The Call Center Manager is a full time, direct hire position in Kennesaw, GA.
Call Center Manager Job Responsibilities:
Transition The Call Center Into a Sales-Focused Operation With Inbound/Outbound Call Initiatives Aimed at Promoting & Selling Services
Meet & Exceed Operational KPI’s Such as Sales Conversion Rates, Service Levels, Occupancy, Abandonment Rate, First Call Resolution, AS & Other Traditional Call Center KPI’s
Identify Opportunities For Improvement & Implement Solutions
Develop & Execute Sales Strategies to Meet & Exceed Team & Individual Performance
Design & Implement Ongoing Sales Training Programs, Script, & Role Playing to Expand CSR’s Knowledge of Our Offerings & Improve Their Ability to Sell Effectively
Optimize Workforce Management, Scheduling, & Resource Allocation to Maximize Efficiency & Productivity
Create a Best-in-Class Culture That Promotes High Performance, Employee Engagement & Exemplary Customer Satisfaction
Work With Cross-Functional Teams & Departments to Improve Business Processes That Support The Call Center For Continuous Customer Satisfaction
Supervise, Coach, Develop, Train, Evaluate & Lead a Team of Service/Sales Agents in The Call Center
Deliver, Create, & Execute Employee Success Plans, Performance Evaluations, & Ensure All Employees Have a Clear Understanding of Goals & Expectations
Analyze, Develop, & Review Reports to Make Recommendations For Improvement
Maintain Expert-Level Knowledge of Products, Services, & CRM Tools to Share With Team Members
Foster Open & Honest Communication With All Employees
Follow Company Policies & Procedures as Well as Manage Projects as Required
Call Center Manager Job Requirements:
High School Diploma Required
Bachelor’s Degree in Business, Communication, Leadership, or Equivalent in Work Experience Required
5+ Years of Proven Management, & Leadership Experience, in a Call Center Environment, Focused on Delivering Top-Notch Customer Service Required
Prior Experience in The Services Industry (HVAC) Along With Certification in Sales or Leadership Training Preferred
Must Have Expertise in Both Inbound & Outbound Call Strategies, Including Developing & Implementing Sales Initiatives & Scripting to Drive Performance
Ability to Foster a Culture of Accountability, Teamwork, & Continuous Improvement
Outstanding Oral, Written, & Interpersonal Communication Skills With The Ability to Work With All Levels of Management & Team Members
Proven Ability to Motivate, Coach, & Develop Individuals in a Team-Based Environment
High Level of Proficiency WIth MS Office Tools & CRM Programs With The Ability to Adapt to New Systems Quickly
Must be Able to Work Monday to Sunday, With Shifts Between The Hours of 7am - 9pm
PrideStaff Hiring Requirements:
Must be 18+ Years Old
Must be Willing to Submit to a Pre-Employment Background Check
Must be Willing to Submit to a Drug Screen
Must be Able to Provide Proof of Eligibility to Work in The U.S.
Jumpstart your career with a full-time job, with a great company, competitive wages, and let PrideStaff support you in your future employment endeavors. Your future starts with PrideStaff!
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