Location: Work From Home
Company Overview:
Roof Maxx is a dynamic and innovative company fostering a culture centered around sustainability, innovation, and employee empowerment. As industry thought leaders, we value our dedicated remote team and believe in promoting from within. Our culture encourages open communication, idea-sharing, and a commitment to doing what's right, reflecting our ethical approach to business.
Job Overview:
The Call Center Manager is responsible for overseeing daily operations, ensuring efficient workflow, and driving excellent customer service standards. This role requires strong leadership skills, operational expertise, and the ability to manage a diverse team to meet performance targets and deliver exceptional support to customers.
Key Responsibilities:
Leadership & Management:
- Supervise and manage call center staff, including team leads and customer service representatives.
- Recruit, train, and mentor team members to build a high-performing and motivated workforce.
- Develop and implement strategic plans to meet call center metrics, handle escalated issues, and maintain quality service.
Operations Management:
- Monitor daily operations to ensure call center metrics (e.g., average handling time, first call resolution, customer satisfaction ratings) meet or exceed company standards.
- Analyze performance data and prepare regular reports for senior management to identify trends and areas for improvement.
- Oversee scheduling, staffing, and resource allocation to ensure optimal coverage and reduce wait times for customers.
Quality Assurance & Customer Service:
- Develop and enforce policies and procedures that improve service quality and operational efficiency.
- Implement quality assurance programs to evaluate and enhance agent performance.
- Address customer complaints and provide timely resolutions to improve service experience.
Technology & Process Improvement:
- Collaborate with IT and other departments to implement and optimize call center technologies and tools.
- Identify process improvements and lead initiatives to boost productivity and operational effectiveness.
- Stay updated on industry trends to apply best practices within the call center.
Team Collaboration & Communication:
- Foster an environment of continuous improvement, teamwork, and open communication.
- Serve as a liaison between call center staff and senior management to relay feedback, challenges, and suggestions.
- Conduct regular meetings and training sessions to keep the team informed and aligned with company goals.
Qualifications:
- Bachelor’s degree in Business Administration, Management, or 3–5 years of experience in a supervisory or managerial role within a call center or customer service environment.
- Proven experience in call center management or a similar leadership role.
- Strong understanding of call center metrics, customer service processes, and performance management.
- Excellent interpersonal, communication, and conflict-resolution skills.
- Demonstrated ability to lead teams, manage multiple priorities, and drive operational improvements.
- Proficiency with call center software, CRM systems, and data analysis tools.
- Ability to work in a fast-paced environment and adapt to changing business needs.
Equipment: The selected individual will be responsible for using their equipment for this role.
Location: Work From Home
Company Overview:
Roof Maxx is a dynamic and innovative company fostering a culture centered around sustainability, innovation, and employee empowerment. As industry thought leaders, we value our dedicated remote team and believe in promoting from within. Our culture encourages open communication, idea-sharing, and a commitment to doing what's right, reflecting our ethical approach to business.
Job Overview:
The Call Center Manager is responsible for overseeing daily operations, ensuring efficient workflow, and driving excellent customer service standards. This role requires strong leadership skills, operational expertise, and the ability to manage a diverse team to meet performance targets and deliver exceptional support to customers.
Key Responsibilities:
Leadership & Management:
- Supervise and manage call center staff, including team leads and customer service representatives.
- Recruit, train, and mentor team members to build a high-performing and motivated workforce.
- Develop and implement strategic plans to meet call center metrics, handle escalated issues, and maintain quality service.
Operations Management:
- Monitor daily operations to ensure call center metrics (e.g., average handling time, first call resolution, customer satisfaction ratings) meet or exceed company standards.
- Analyze performance data and prepare regular reports for senior management to identify trends and areas for improvement.
- Oversee scheduling, staffing, and resource allocation to ensure optimal coverage and reduce wait times for customers.
Quality Assurance & Customer Service:
- Develop and enforce policies and procedures that improve service quality and operational efficiency.
- Implement quality assurance programs to evaluate and enhance agent performance.
- Address customer complaints and provide timely resolutions to improve service experience.
Technology & Process Improvement:
- Collaborate with IT and other departments to implement and optimize call center technologies and tools.
- Identify process improvements and lead initiatives to boost productivity and operational effectiveness.
- Stay updated on industry trends to apply best practices within the call center.
Team Collaboration & Communication:
- Foster an environment of continuous improvement, teamwork, and open communication.
- Serve as a liaison between call center staff and senior management to relay feedback, challenges, and suggestions.
- Conduct regular meetings and training sessions to keep the team informed and aligned with company goals.
Qualifications:
- Bachelor’s degree in Business Administration, Management, or 3–5 years of experience in a supervisory or managerial role within a call center or customer service environment.
- Proven experience in call center management or a similar leadership role.
- Strong understanding of call center metrics, customer service processes, and performance management.
- Excellent interpersonal, communication, and conflict-resolution skills.
- Demonstrated ability to lead teams, manage multiple priorities, and drive operational improvements.
- Proficiency with call center software, CRM systems, and data analysis tools.
- Ability to work in a fast-paced environment and adapt to changing business needs.
Equipment: The selected individual will be responsible for using their equipment for this role.