Contact Center Manager
Next Door & Window - burr ridge, IL
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Why work for Next Door & Window? If you are a contact center manager looking for a massive growth opportunity, this may be perfect for you. If you want to elevate your personal and professional life in an entrepreneurial culture with family values, this is a place you can do that. We are looking for a future focused person to take our great team and build it to support our major growth in the Chicago and WI markets. If you are a customer service leader looking for a company to expand your skills, learning, and future, please apply for this position. NEXT has been serving Chicagoland homeowners for over 20 years and has an excellent reputation in the market. We expanded in Madison Wisconsin in 2022. In 2023 NEXT received the BBB Torch Award for outstanding business ethics. In July of 2024 we launched an appointment setting program in Chicago Costco warehouses which will help us achieve strong growth over the coming years. We offer a highly collaborative and rewarding work environment. Many of our employees have been with us for 10+ years. Specific job benefits include: $60,000-$70,000 salary with bonus opportunity up to an additional $30,000 Performance-based bonus plus salary Employee loyalty. Many of our employees have been with us for 10+ years.401K with profit sharing Health and Dental benefits Paid holidays offFlexible Spending account offered Holiday parties Monthly in office events Spirit Days Paid vacation that increases with seniority Contact Center Manager Desired Qualifications:Previous B2C (Business-to-consumer) experience. Outbound call center (selling a product, service or appointment setting) supervisory experience is a must Must have management experience or have been a top producing call center agentMinimum of 1-3 years of supervisory experience in a high-volume sales call center managing teams of at least 3-15 (or more) representatives is required for this positionIn-home appointment setting is a major plusExcellent verbal and written communication skills with the ability to communicate with all levels of staffHigh school degree or equivalent requiredExcellent computer and telephone communication skillsExperience using high-volume call center softwareExcellent listening skillsAbility to work with minimal supervisionMust understand call center metrics, processes, methodology & technologyAbility to quickly gain thorough knowledge of our company's products & services to support the inside call center representativesAbility to multi-task and stay organizedExcellent interpersonal, problem-solving and leadership skillsContract Center Manager Job Responsibilities:Team Recruiting, Management & CompensationHires, onboards and trains call center personnel (both outbound and inbound)Provides front-line direction to the Call Center AgentsManages our inbound call center & outbound call center teamsPrepares work schedules to ensure efficient coverageLeads team meetings with call center staffWorks with Director of Marketing to develop call center budgetsWorks with Director of Marketing to create bonus structure and track bonus performanceEnsures customer service and quality of work meets Next Door & Window requirements and standardsTrainingRefines and executes training curriculum for teamWritesedits call scripts for different campaigns and audiencesCoaches call center staff through challenging customer lead generation objectionsMetrics & PerformanceDevelops monthly, quarterly and annual call center goals and action plansOversees Call Center productivity and call volumeAnalyzes call center data and prepare reports for upper managementEnsures all key performance metrics are attained in addition to improving our customer experience and expanding our customer base.Evaluates staff effectiveness and performance on a monthly and quarterly basisNEXT Door & Window is an equal opportunity employer and prohibits discriminationharassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identit
Created: 2024-10-05