Call Center Manager

Tampa, FL

Bring your call center management experience and join our client, a private-equity backed real estate company who own / operate 200+ manufactured home communities across the USA. This role will directly impact new home sales and resident satisfaction.

Highlights:

• Fast-Growing Company : Our client is backed by a Top 20 Private Equity firm and is in a major growth and reinvestment phase, this is a “ground floor” opportunity with excellent future career opportunities.
• Leadership Role : Lead an enthusiastic 7-10 member call center team + get your own office.
• Impactful Role : As leader of the national call center, you’ll bring impact daily to associates across the country.

What you’ll do:

• Oversee the day-to-day operations of the company call center which include hiring, training, coaching, leading a team of call center representatives, setting performance goals, monitoring customer service quality, implementing strategies to optimize call center efficiency, and achieving customer satisfaction targets.
• Additionally, this individual works directly with cross functional key stakeholders at the community, regional, home office, and leadership levels.

Responsibilities:

Team Leadership (50%)

• Hire, onboard, and train new call center representatives.
• Provide ongoing training and development for team.
• Coach and motivate team to achieve performance goals.
• Coach team through challenging customer calls.
• Provide performance evaluations and feedback to team.
• Address any team member concerns and resolve issues swiftly.
• Lead team meetings.

Operational Oversight (30%)

• Monitor call center metrics (call volume, average handle time, etc.)
• Analyze call center data to identify areas for improvement.
• Implement process changes to optimize efficiency.
• Prepare team work schedules to ensure maximum coverage and meet call volume demands.

Customer Service Focus (10%)

• Ensure high-quality customer interactions.
• Handle escalated customer complaints and issues.
• Monitor customer feedback and implement improvements.
• Set customer service standards and expectations.

Strategic Planning (5%)

• Develop monthly, quarterly and annual call center goals and action plans.
• Identify new technologies and tools to improve call center operations.
• Budget and resource allocation for the call center.
• Analyze call center data, prepare reports, and develop presentations for leadership.
• Prepare and review monthly commission statements for leadership approval.

Other (5%)

• Complete required tasks accurately, expertly, and in a timely manner, while handling multiple priorities.
• Attend regular weekly meetings to review call center strategies.
• Fully collaborate with all key stakeholders to meet or exceed company objectives and goals.

What you’ll need:

• High school diploma or GED is required.
• Minimum of 3 years’ relevant work experience leading a call center team.
• Experience developing processes and procedures for call center optimization is preferred.
• Strong customer service skills.
• Strong leadership, coaching, motivating and mentoring skills - must be effective at providing detailed and specific feedback to team to equip them to meet identified business goals. Must be effective at giving and receiving feedback.
• Strong interpersonal, written, and verbal communication skills.
• Ability to work in a fast paced and team-centered environment.
• Enjoy collaborating, being a team player with a strong work ethic, accepting constructive feedback, and following directions from a manager.
• Committed to self-development of call center operations and technological advancements.
• Ability to use the Microsoft Office suite of products including Outlook.