Call Center Team Manager - Ohio, Not Specified

The announced job offer is made public by the firm: JP Workman Group and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.

It is announced that they have a job offer at the category of Array and the jobs location is in the state of Ohio at the city Not Specified, in the country US - at this current ZipCode:

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JOB DESCRIPTION:

JP Workman Group is working with a highly awarded and established commercial real estate firm to help them identify a Call Center Team Manager to join their team!

This is a hybrid position managing a team of 12-15 work from home agents located throughout the United States. If you have recent experience leading and managing a team of sales and customer service agents, preferably in a remote environment, this exciting opportunity could be for you! A strong coaching and development background along with a solid understanding and experience with reporting and Excel is desired. This is an agent focused position designed to develop agents to understand and meet all KPI's.

RESPONSIBILITIES:

• Create and update various reports using Excel and 3rd party reports. Update daily, weekly and monthly as needed to remain current
• Assist with reviewing resumes/applications that arrive via Zip Recruiter, Indeed, email, etc. and conduct preliminary interviews with candidates
• Assist with onboarding and training new hires
• Provide regularly scheduled coaching to agents to improve performance
• Assist agents with all questions regarding processes, procedures and disciplinary actions
• Provide any escalation necessary to either site managers, area managers or district managers, etc., for any "emergency" situation that may arise at a store location before or after hours
• Oversee and ensure conflict resolution between agents and customers
• Ensure all agents are achieving the various established performance metrics and taking coaching/corrective action as needed to achieve and maintain those metrics
• Assist with reviewing and tracking agent schedules so all call center hours of operation are adequately staffed.
• Ensure that all employees follow and understand all company policies and procedures
• Answer incoming calls on as needed basis
• Other responsibilities as assigned

SKILLS:

• Bachelor's degree preferred
• Minimum 3-5 years' experience managing in a call center environment
• Excellent communication, management and interpersonal skills required
• Conflict resolution skills
• Strong coaching and leadership skills with ability to motivate employees
• Proficient with Excel and spreadsheet formulas, creation and manipulation

WHAT THIS ROLE OFFERS:

• Competitive base salary + bonus opportunities
• Full benefits including healthcare coverage offerings, 401k, paid time off, paid holidays, etc.
• Extremely fun company culture that has extremely low turn-over and celebrates employee and company milestones
• Career growth opportunities from within