We are looking for an experienced Call Center Manager to join our team! Pella of DFW is an innovative, growing company. We are looking for someone to utilize their leadership experience to overdrive our marketing plan while leading a high-performing team.

As a call center manager, you will be responsible for the daily management and operation of the dialing campaigns, monitoring and surpassing KPI’s, and leading your team to meet department’s expectations for productivity and quality, while working closely with the General Manager of Marketing to support and drive the overall performance of our marketing engine.

Our ideal candidate will be a strong relationship builder. With high visibility in a cross-functional team environment, you will need the ability to build good rapport with other department leaders, but you may have to be persistent, firm, and kind with them. Patience with requesting deliverables and repeating instructions with people that rely on you is imperative. An ideal candidate will appear helpful, even when they have to say no. You will have to have the ability to focus on providing the highest quality of service to both our teammates and our customers while overseeing the day-to-day operations of a high volume inbound and outbound call center.

While these duties are representative of the day-to-day responsibilities of the call center manager, it is not all-inclusive and leaves room to allow for GM’s request for assistance in other areas, ex: software implementations and integrations, process, and script changes, etc..

· Resume Sourcing, Interviewing and Hiring

· New Hire Classroom Training

· Team 1:1’s and coaching

· Scheduling and managing call center meetings

· Process development and alterations, as needed

· Assisting with crm facets for call center and other departments, as needed

· Scheduling supervisory hours as needed to split workload and team management properly

· Maintain a positive team culture, incentivizing agents as appropriate, provide a fun and drama-free workplace

· Pull MDI Reports and delegate announcement as you see fit

· Managing agents to perform to metrics expectations

· Review and filter any calls/reports of incorrectly dispositioned appointments. Please provide appropriate support when addressing with leadership

· Call Monitoring and agent support during calls, as needed via live listening and chat functions.

· Manage the data entry across software platforms, ensuring that all appointments are properly set, sourced and assigned.

· Support the team in adhering to scripts that are provided and provide constructive feedback as you are listening to live and recorded calls.

· Troubleshoot and communicate any software issues with appropriate support teams, creating tickets as needed to fix any issues as soon as possible. Communicate the GM, as needed, for escalation.

· Manage team to Pella Handbook expectations, adhering to attendance policies, professionalism guidelines, and leading the Pella Way

· Provide supervisor with support, as needed, to assist with any agent related or performance issues

· Provide after hours and weekend support for the team

Qualifications:

· 5+ years in management level roles within a call center environment

· 5+ years with combination inbound/outbound call center experience

· Excellent organizational and multitasking skills

· Ability to hold a team accountable for benchmarks while showing empathy and grace for personal life situations.

· Confident, articulate, and professional verbal and written communication skills.

· Proficient experience with call center management tools

· Attention to detail in a high-pressure, time-sensitive environment

· Ability to manage a team in a 7-day working environment

Our culture is pride worthy. We have won Dallas’ Best Places to Work award 2 years in a row. We are committed to creating a thriving and inclusive workplace with great benefits. This position is a 40-hour, full time, in-office role.

· Excellent medical and dental benefits

· Competitive salary and bonus structure

· 401k and profit-sharing opportunities

· PTO and Sick Time

· Competitive salary and aggressive bonus structure. A call center manager achieving minimum expectations should earn $90,000 their first year.

Job Type: Full-time

Pay: $85,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Grapevine, TX 76051: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center management: 5 years (Preferred)

Work Location: One location

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