JOB SUMMARY The Call Center Manager is responsible for the overall success of leading the inbound acquisition to achieve the targeted run rate of calls with exceptional levels of service. Responsibilities include planning, organizing, directing, coordinating, and controlling Client Care Representatives activities and functions to achieve revenue goals and objectives while maintaining a strong customer focus, leveraging the brand, in a rapidly changing and highly competitive business environment.
JOB DUTIES
First response for customer concerns
Check:in and verify ready to work status for all CSRs
Review overnight calls
Schedule/book calls (CSR)
Return customer phone calls as required
Update 3:Day Call Board and variances (Schedule availability)
Review prior day call totals
Statistics
Total inbound calls
Abandoned rate and number and day of time
Total booked calls
Total opportunity calls vs. booked calls for CSR conversion rate. Act on variances from prior day
Home advisor, Google Local (Manage programs)
Technology problem (Service Titan / Nextiva)
Training opportunity
Staffing/availability issue
Listen to calls from prior day or same day : live calls Including after:hours calls from answering service / Team members
Identify reasons for non:booked calls / Save opportunities
Provide feedback to CSRs
Hold scheduled 1:1s with staff/ Coaching for Improvement
Review and act on all customer concerns
Prepare customer concern log for weekly management meeting
Make sure Daily Call Board (schedule) is updated in real:time with each booked call
Organize and Attend daily huddle
Determine actions needed to hit day/tomorrows goal
Develop action plans to hit daily call goal
Outbound as necessary to hit goal
Time Card Reconciliation
Company Bonus Reconciliation
PO Reconciliation
MINIMUM REQUIREMENTS
High school diploma or equivalent required
Above:average verbal and telephone communication skills are essential
Must have good computer software skills
Prior customer service experience preferred
Join the Benjamin Franklin Plumbing Team
We want to make joining our team as easy as possible. Our team members are the most valuable assets in our organization. Its true, our employees come first How do we prove it? First things first.
Pay: We believe the best performers deserve the best pay. Thats why we want to pay YOU the best competitive rate.
Flexibility: We want YOU to have time for the most important things in your life. Our scheduling is flexible. Find out how we do it.
Career Path: We offer you an unlimited future with our world class training programs. Our training programs include Technical Training, Virtual technical training, communications, sales, and more If you are serious about your career and want to learn from the best in the industry apply today
So, if you have a great attitude and a strong work ethic, and are someone who takes pride in the work you do, then we want to hear from you
