Home Improvement Call Center Manager - Roofing Job at Reliable Roofing, Van Nuys, CA

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  • Reliable Roofing
  • Van Nuys, CA

Job Description

Job description

Professional Salesperson Wanted By Industry Leader!
Excellent Pay- Excellent Career!
Experience in home improvement, remodeling or construction a great plus!
Closer mentality a must!

Construction company with a focus on roofing
Serving our customers for over 20 years
National Company with a strong local presence

Job Responsibilities:

Call Center Manager Essential Skills

  • Problem-solving and conflict resolution skills
  • Communication skills
  • Analytical abilities
  • Organizational and multitasking skills
  • Strong leadership skills

Call Center Manager Roles & Responsibilities

  • Work with other management team members to develop call center objectives, keeping profitability and efficiency in mind
  • Lead team meetings and coach and motivate team members
  • Train call center personnel
  • Analyze call center data and prepare reports for upper management.
  • Evaluate staff effectiveness and performance annually or on an as-needed basis
  • Provide leadership and guidance to the dispatch 
  • Monitor and report dispatch performance statistics.
  • Provide oversight for carrier scheduling and routing software implementation, including managing any necessary updates to ensure compliance with contract requirements
  • Ensure that all dispatchers receive adequate training
  • Establish, monitor, and implement procedures for evaluating performance of employees
  • Mediate problems and disputes between dispatch/route service personnel and customers as needed
  • Ensure that department personnel adhere to all company policies concerning ethics, legal compliance, safety, customer service and environmental protection standards.
  • Coordinate any necessary disciplinary action with the company’s human resources 
  • Ensure that all equipment is properly maintained and operational at all times, including workstation computers, telephones/all communications devices
  • Perform other duties as assigned by management.

Day-to-Day Duties

  • Hire, train, and manage a team of call center representatives
  • Work with call center representatives to solve problems like difficult calls from angry customers
  • Collect and Analyze call center statistics and adjust processes to meet or exceed goals
  • Create daily/weekly reports

Job Tags

Full time, Contract work, Local area,

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