Call Center Manager 1

Employment Type

: Full-Time

Industry

: Retail



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Call Center Manager 1
McKinley and Company Recruitment, Inc. is partnering with a highly respected company who is looking to expand their leadership team by bringing on a Call Center Manager 1. If you are looking to join a collaborative culture where you can make an immediate impact, feel free to reach out to McKinley and Company Recruitment, Inc., info@mckinleyandco.com or apply online www.mckinleyandco.com.
Responsible for day-to-day operations of a team of associates in a call center and monitors productivity and performance standards. Plans and directs workflow and project assignments. Oversees call volume to ensure service standards are met. Conducts hiring, training, and evaluation of staff. Responsible for team's adherence to corporate attendance and employment policies. Works with the Call Center Manager to develop policies, procedures and the business work plan for the team. Recognizes and recommends operational improvements.


Responsibilities:
  • Hire, train and manage a growing team of Call Center Associates, while also handling customer calls yourself.
  • Achieve and surpass weekly and monthly sales quotas.
  • Manage schedules for outside sales representatives.
  • Handle the most challenging customer service inquiries and turn them into satisfied customers.
  • Respond to a high volume of inbound marketing calls, turning them into qualified leads and booking appointments for our sales team.
  • Follow up on marketing campaigns and events by making outbound calls to generate new prospect leads, identifying and qualifying opportunities.
  • Build effective relationships with potential clients and existing customers, by use of consultative qualification and adapting the prescribed call script into your own voice.
  • Identify and qualify opportunities for cross selling our home improvement services to current and future customers.
  • Speak positively and enthusiastically about the company, its products, and services to ensure that a professional and consistent brand image is always provided to customers.
  • Provide oversight on team operations and deliverable production.
  • Provide feedback to Call Center Supervisors regarding the quality of their work, productivity and team attendance.
  • Generate the Supervisors' and oversee teams' shift schedules (for up to 500 staff.)
  • Maintain adequate staffing to deliver consistent, timely and accurate service to customers per forecasted and observed call volume and successful call connections.
  • Ensure all employees are trained to perform job functions, while facilitating refresher training as needed.
  • Escalate issues from the Team Supervisors to appropriate oversight contacts.
  • Communicate process changes or new instructions to the team as appropriate.
  • Perform quality assurance and providing feedback to team as well as participating in quality improvement conversations with supervisors.
  • Liaise with partners and stakeholders at the NYSDOH and local community.
  • Remain current on applicable payroll and tax requirements, project goals, and corporate policies and procedures.
  • Model positive behaviors, mentor staff and ensure consistent adherence to quality assurance measures.
  • Have excellent communication and time management skills.
  • Develop proficiency in operating platforms required to fulfill job responsibilities.
  • Through servant leadership, supports, practices, advocates and promotes McKinley and Co. Vision and Mission Statement.

Requirements:
  • High School Diploma, GED, or equivalent.
  • 1-3 years of call center management experience.
  • 1+ years prior supervisory experience.
  • Proficiency in Microsoft Office.
  • Experience with Salesforce is a plus.
  • Possess excellent written, oral, and presentation communication skills and be able to communicate with management and hourly Team Members.
  • Knowledge and understanding of Federal and State laws EEOC, FLSA, OSHA, Etc.

McKinley and Co. provides staffing services and qualified 'Top ' talent across an array of industries. We specialize in temporary; temp-to-hire and direct placement staffing services and our staffing and talent resources extend throughout the United States. Through our comprehensive network of talented job applicants, we select only the most qualified individuals within every industry to service our clients. We have developed our broad-based staffing and recruiting services to serve the needs of those seeking qualified temporary, temp-to-hire and permanent placement employees.




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