Inside Sales Center Manager (Call Center)

Renewal by Andersen is seeking a dynamic and proven Inside Sales Center Manager to lead and propel our business forward. As a leader in the window and door industry, we are committed to excellence, and we're seeking a visionary individual who thrives in a performance-driven environment fueled by data insights. We're looking for like-minded individuals to join and grow our organization. Renewal by Andersen was named one of the best employers for women in 2023 by Forbes, and one of America's greatest workplaces in 2023 by Newsweek. We're consistently growing and looking for new talent to add to our already amazing team!

This pivotal role will oversee a team of call center supervisors, team leads, and representatives, driving towards unparalleled performance and a World-Class Homeowner Experience. The ideal candidate will be a strategic thinker with a keen eye for detail, capable of inspiring their team to achieve and exceed KPIs consistently.

Primary Responsibilities:

• Champion Performance Excellence: Lead the charge in maintaining and surpassing KPIs for daily call center operations, instilling a culture of continuous improvement and excellence.
• Strategic Resource Management: Employ effective resource planning strategies to optimize productivity across all facets of the Inside Sales Center, leveraging both human capital and technology.
• Data-Driven Decision Making: Utilize advanced analytics to collect and dissect call center statistics, driving insights that inform strategic decision-making and process enhancements.
• Real-Time Coaching and Training: Embrace a proactive approach to coaching and training, providing live, in-the-moment guidance to foster skill development and drive results.
• Streamlined Procedures: Continuously monitor and refine appointment setting, telephone handling, and other procedures to ensure maximum efficiency and effectiveness.
• Transparent Reporting: Prepare comprehensive reports for the Leadership Team, offering transparent insights into performance metrics and actionable recommendations for improvement.
• Customer-Centric Leadership: Lead the call center team by example, ensuring every interaction delivers a seamless, one-call resolution experience across all communication channels.
• Proven Leadership Acumen: Demonstrate a track record of success as a call center manager, sales manager, or in a similar leadership role, with a strong emphasis on driving performance and fostering team growth.
• Customer Service Expertise: Possess a deep understanding of customer service principles and practices, prioritizing the delivery of exceptional service at every touchpoint.
• Analytical Prowess: Showcase proficiency in performance evaluation methodologies, utilizing data-driven insights to guide strategic decision-making and optimize operational efficiency.
• Technological Proficiency: Exhibit a strong command of MS Office and call center equipment/software programs, leveraging technology to streamline processes and enhance productivity.
• Communication Mastery: Communicate effectively across all levels of the organization, demonstrating exceptional interpersonal skills and the ability to inspire and motivate teams towards shared goals.
• Problem-Solving Aptitude: Display exceptional problem-solving abilities, approaching challenges with a positive mindset and a relentless drive to find innovative solutions.
• Positive Candor: Embrace a culture of positive candor, providing constructive feedback with empathy and encouragement to drive individual and team growth.

Benefits:

• Medical, Dental, Vision
• PTO
• Paid Holidays including an additional holiday off of your choice!
• 401k with employer match
• Supplementary benefits

• Proven Leadership Acumen: Demonstrate a track record of success as a call center manager, sales manager, or in a similar leadership role, with a strong emphasis on driving performance and fostering team growth.
• Customer Service Expertise: Possess a deep understanding of customer service principles and practices, prioritizing the delivery of exceptional service at every touchpoint.
• Analytical Prowess: Showcase proficiency in performance evaluation methodologies, utilizing data-driven insights to guide strategic decision-making and optimize operational efficiency.
• Technological Proficiency: Exhibit a strong command of MS Office and call center equipment/software programs, leveraging technology to streamline processes and enhance productivity.
• Communication Mastery: Communicate effectively across all levels of the organization, demonstrating exceptional interpersonal skills and the ability to inspire and motivate teams towards shared goals.
• Problem-Solving Aptitude: Display exceptional problem-solving abilities, approaching challenges with a positive mindset and a relentless drive to find innovative solutions.
• Positive Candor: Embrace a culture of positive candor, providing constructive feedback with empathy and encouragement to drive individual and team growth.