Next Door & Window is hiring: Call Center Manager in Burr Ridge

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Call Center Manager - Local to Burr Ridge, Illinois

Overview

We are looking for a Call Center Manager to lead our high-volume call center operations and support our growth in the Chicago and Wisconsin markets. If you are a customer service leader seeking an opportunity to expand your skills in an entrepreneurial culture with family values, this is a place to apply.

Responsibilities

• Hire, onboard, and train call center personnel (both outbound and inbound).
• Provide front-line direction to the Call Center Agents.
• Manage inbound and outbound call center teams and prepare work schedules to ensure efficient coverage.
• Lead team meetings with call center staff and collaborate with the Director of Marketing on budgets and bonus structures.
• Ensure customer service quality and adherence to Next Door & Window standards.
• Develop and execute training curricula for the team and write/edit call scripts for campaigns and audiences.
• Coach staff through challenging objections and monitor performance.
• Develop monthly, quarterly, and annual call center goals and action plans; oversee productivity and call volume; analyze data and prepare reports for upper management.
• Evaluate staff effectiveness and performance on a regular basis and drive improvements in customer experience and base growth.

Qualifications

• Must have previous Home Improvement industry experience.
• Outbound call center experience with appointment-setting supervisory experience is required.
• Minimum 5 years of supervisory experience in a high-volume sales call center with teams of 10+ representatives.
• Excellent verbal and written communication skills; ability to communicate with all levels of staff.
• High school diploma or equivalent required.
• Strong computer and telephone communication skills; experience with high-volume call center software.
• Excellent listening skills; ability to work with minimal supervision.
• Solid understanding of call center metrics, processes, methodology & technology.
• Ability to quickly gain knowledge of company products and services to support the inside call center.
• Ability to multi-task and stay organized; strong interpersonal, problem-solving, and leadership skills.

Salary and Benefits

• Salary range: $60,000 - $70,000 with potential bonus up to $30,000
• Performance-based bonus in addition to salary
• 401(k) with profit sharing
• Health and dental benefits
• Paid holidays, paid vacation with tenure-based increases
• Flexible Spending Account
• Company events and office culture initiatives

NEXT Door & Window is an equal opportunity employer and prohibits discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.