Call Center Manager

1-800 HANSONS has been the #1 home improvement company in Michigan and Northern Ohio since 1988. 1-800 HANSONS has grown from humble roots as a small family business to a large portfolio of communities we serve every day. We now have offices in Michigan, Ohio, Colorado, Iowa, South Dakota, Nebraska, Utah, and Indiana, and continue to expand into new markets.

The Call Center Manager will manage a group of inbound and outbound call center Inside Sales agents who qualify sales leads and set, confirm, and manage sales appointments across multiple campaigns. He/she will be responsible for personnel related management, such as interviewing, making hiring recommendations, and performance related activities such as performance reviews, scheduling and attendance tracking.

What We Offer:

• $60-$70k with a 5% Bonus
• Weekly pay on Fridays through direct deposit
• Eligible for Health Benefits at 30 days of Employment (Medical, Dental, Vision, Life, Critical, Accident, Short-Term, and Long-Term Disability)
• Hybrid Environment (Tues-Thurs in-office and Fri-Mon from home)
• Eligible for 401k with Company Match at 90 days of Employment
• Paid Time Off
• Holiday Pay
• Advancement and Growth Opportunities
• Employee as well as Friends & Family Discounts
• Committees (Fun, Diversity, Well-Being, Safety)

Essential Duties/Major Accountabilities:

• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Oversee day-to-day operations and ensure that customers receive complete, accurate answers to questions in a way that drives an outstanding initial customer experience.
• Be a hands-on leader, manage issues, handle difficult customer inquiries and complaints, and ensure that all work is completed. Strong use of problem-solving skills to deliver results.
• Build a culture of continuous improvement, delivering process enhancements to advance KPIs.
• Actively monitor agent calls to coach and develop all agents to ensure the utmost customer experience.
• Perform quality insurance assurance auditing and ensure all leads are worked, and appointments are confirmed for customers who are interested in receiving a quote.
• Manage and report KPIs, including average speed to answer, abandon rate, service level, close rates, etc.
• Integrate technology, tools, and theory to improve visibility and KPI monitoring to deliver require weekly and daily reports to senior leadership.
• Develop and maintain training material to effectively onboard new employees.
  

Minimum Required Knowledge, Skills, & Abilities:

• Bachelor’s Degree or the equivalent work experience.
• Minimum of five (5) years of professional work experience.
• Minimum of three (3) years of prior experience in a call-center role.
• Minimum of three (3) years of management/supervisory experience over a team of individuals.
• Minimum of two (2) years of prior experience in Sales or Sales leadership role.
• Excellent MS Word and Excel skills.
• Must have excellent communication skills.
• Must have good problem-solving abilities.
• Must be well organized and detail oriented.

Additional Preferred Qualifications:

• Knowledge about the roofing, siding, and window industries.
• Prior supervisory experience in a similar setting.
• Experience with a Five9 or other dialer system.

Physical Requirements:

• Must be able to remain in a stationary position for prolonged periods
• Requires the ability to move about inside the office
• Must be able to move items weighing up to 25 pounds
• Must be able to communicate effectively with staff, customers, vendors, and the public
• Constantly operates a computer and other office equipment such as a calculator, copy machine and computer printer

Hours/Schedule:

Full-time, 40 hours per week/52 weeks per year. Call Center leaders must be available for shifts 7 days a week. Hours are subject to change, but are generally 8am-10pm EST every day. Due to the cyclical nature of the position, some overtime, including evening and weekend hours, may be required to complete projects under deadlines. Some local and state wide travel may be required.

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