Job Description
Company Overview:
- This is an exterior remodeling company servicing the Northwest
What is Being Offered:
- Flexible compensation, base + bonus
- Full benefits
- PTO & 401K with match
- Relocation assistance
What The Position is About:
- Oversee the call center staff including the call center manager, supervisors, and agents
- Create and manage department KPIs and metrics, and develop the service and sales practices that are required to meet company standards
- Forecast department staffing needs and manage staffing levels, with a strong focus on developing and retaining talent
- Monitor and analyze call center metrics and reports to identify trends, address performance gaps, and implement process improvements
- Identify and implement strategies opportunities to optimize efficiency, productivity, and sales
- Develop and manage relationships with external business partners
- Develop and manage the department budget
- Analyze P&L statements
The Right Candidate Will Have:
- 5+ years of high-level call center experience within the home improvement industry
- Experience managing a team of 12+ people
- Prior training experience
- The ability to hold others accountable while fostering a collaborative and supportive environment