Call Center Manager

DescriptionAre you a proactive, customer-centric CALL CENTER leader with a passion for all things support? Do you thrive in a fast-paced, collaborative environment and want to make a significant impact? Lead generation is the fuel that drives Coating Concepts We are searching for an exceptional, experienced Call Center Manager to lead and grow our customer support operations at our corporate facility in PA As the Call Center Manager, you will be responsible for overseeing the Coating Concepts, Call Center team, ensuring high levels of customer satisfaction, and driving continuous improvement in our support processes. This role is crucial in maintaining our reputation for excellent customer support and in fostering long-term customer relationships. Job Summary: Drive day-to-day operations of the Call Center department (inbound & outbound). Supervisory Responsibilities: All Call Center PersonnelDuties/Responsibilities: Lead and motivate a team of call center representatives and confirmers.Oversee day-to-day operations, ensuring the team meets or exceeds daily appointment quota.Recruit, hire, and train call center personnel to help grow the call center teamProvide ongoing coaching, mentoring, and performance feedback to the teamMonitor and analyze call center metrics and reports to identify trends, address performance gaps, and implement process improvementsDevelop and implement call center AI strategies to optimize efficiency, productivity, and salesRequired Skills/Abilities: Call Center leadership experience**Strong training experience**Exceptional problem-solving, troubleshooting skills, and attention to detailExcellent verbal and written communication skills with the ability to quickly comprehend and communicate complex conceptsExceptional organizational skills and detail accuracyTake charge attitude and process orientedStrong ability to multi-task and meet deadlinesExperience in the construction/remodeling industry or home services sectorsStrong knowledge of Microsoft Excel and Word.Experience with Salesforce CRM platformEducation and Experience: High school diploma or equivalentAssociate or bachelor’s degree preferred5-10 years related experience requiredPhysical Requirements: Prolonged periods working on a PC & phone systems* Job Type: Full-time Pay: $100,000.00 - $150,000.00 per year Benefits: 401(k)401(k) matchingDental insuranceHealth insuranceLife insurancePaid time offRelocation assistanceVision insuranceExperience: Salesforce: 5 years (Required)Call center management: 5 years (Required)