Call Center Manager - Bogota, Colombia - Payless Kitchen Cabinets

Descripción

Job title:
Call Center Manager


Salary Base:
$350/week + Performance bonuses


Schedule:
Mon-Friday 9AM - 5PM, Saturday 9 AM-1PM, Sunday as needed


Our Story:

We're a family-owned and operated, kitchen, bath, and flooring remodeling company located in Southern California. We've been in business for over 35 years, and are looking for the right people to join our growing team

Our mission is to improve people's lives by transforming their surroundings and providing a fun, hassle-free remodeling experience.

We are seeking an energetic, motivated Call Center Manager with a sparkling personality This person would be handling the leadership and growth of our Scheduling team.

In this role, you'll support and motivate employees to make sure they're on track to meet and exceed KPIs and goals.

You'll work to find answers, resolve issues, provide feedback, and deal with escalated support level questions while ensuring quality customer experience on every call.

The Call Center Manager leads the Call Center Team on all activities related to scheduling consultations, generates weekly reports, reviews goals against results, and leads by example.

Duties include leading current call center reps, inspiring goal achievement, scheduling appointments, following scripts, and following up customers. Provide training and mentorship. Set quotas and goals, and create plans. Coordinate with the marketing team on lead generation and conversion metrics.


Responsibilities:

• Monitor key performance indicators (KPIs) related to conversions
• Lead to Set Rate
• Set Appt to Issue Rate
• Issue to Demo Rate
• Develop weekly, monthly and quarterly call center goals and action plans
• Provide team with guidance and direction in achieving individual and department goals
• Use LeadPerfection CRM for reporting and managing customer base
• Use Five9 Dialer for dialing, supervising, and reporting
• Lead team meetings and coach and motivate team members
• Hire and Train call center personnel
• Prepare work schedules to ensure sufficient coverage
• Adhere to and uphold company policies and procedures
• Other Duties as Assigned

Qualifications:

• Honest, Hungry, Humble, Honeable
• 5 years or more call center manager experience.
• Experience in home improvement, remodeling or construction is a PLUS
• Deep understanding of operational functions within a Call Center Department
• Excellent verbal and written communication skills
• Attention to Detail
• Ability to thrive in a fastpaced, dynamic environment and manage multiple priorities effectively
• Problemsolving and conflictresolution skills
• Time Management Skills
• Positive attitude
• Strong strategic thinking and ability to develop and execute customer experience strategies.

Benefits:

• Competitive pay
• Paid training
• Health Insurance Stipend
• Paid vacation
• Paid time off
• Paid holidays
• Paid Vacation
• Professional Development
• Individual and Team bonuses

Pay:
$137,400,000 - $137,600,000 per week


Experience:

• Supervising: 5 years (required)

Call Center: 5 years (required)