About Us:
At Reliable Roofing, we are committed to providing excellent customer service and creating positive experiences for our clients. We are seeking an experienced and motivated Call Center Manager to lead our customer service team and help us maintain the highest standards of service excellence. If you're an experienced leader with a passion for customer satisfaction and team development, we want to hear from you! Our call center focuses on scheduling appointments by inbound and outbound calls to warm leads. We dont cold call.

Job Description:

As a Call Center Manager, you will oversee the daily operations of our call center and lead a team of customer service representatives. You will be responsible for ensuring that our team delivers top-tier customer service, meets performance goals, and maintains high levels of client satisfaction. You will also play a key role in training, coaching, and mentoring team members, while analyzing performance metrics to identify areas for improvement.

Key Responsibilities:

MAIN JOB ROLE WILL BE TO FOCUS ON CONVERSION FROM LEAD TO APPOINTMENT - MAKING SURE THE AGENTS ARE BOOKING FREE ESTIMATE INSPECTIONS - NO CALLS ARE GOING UNANSWERED - ALL VOICEMAILS ARE HEARD AND MISSED CALLS RESPONDED PROMPTLY

• Manage, supervise, and motivate a team of call center agents to meet and exceed performance goals.
• Monitor daily call center operations, ensuring effective resource utilization and high-quality customer service.
• Provide leadership in handling customer escalations and resolving complex issues.
• Conduct regular one-on-one coaching sessions and performance reviews with agents.
• Create and implement strategies to improve efficiency, customer satisfaction, and overall team performance.
• Develop and maintain key performance indicators (KPIs) to track team performance and quality standards.
• Prepare and analyze reports on team performance, customer satisfaction, and call center metrics.
• Ensure compliance with company policies, procedures, and industry regulations.
• Collaborate with other departments to improve processes and enhance the customer experience.
• Oversee call center scheduling, ensuring adequate coverage for peak times and managing shifts effectively.

Qualifications:

• Proven experience as a Call Center Manager or similar leadership role in a call center environment.
• Strong leadership, coaching, and team-building skills.
• Exceptional communication and interpersonal skills.
• Ability to manage and resolve complex customer service issues.
• In-depth knowledge of call center operations and performance metrics.
• Experience with call center software and CRM systems
• Strong analytical and problem-solving skills.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Bachelor’s degree in Business Administration, Management, or a related field (preferred).

Why Join Us?

• Competitive salary and benefits package.
• Opportunities for career growth and professional development.
• A supportive and dynamic work environment.
• Employee recognition programs and incentives.