Call Center Manager

AirCo Air Conditioning in Fort Worth is a fast growing HVAC company has an opening for a Call Center Manager. The manager is responsible for the development and execution of training, quality monitoring and productivity for the call center. The manager must work to create a Center of Excellence when creating engaging and positive programs to deliver a great customer experience. You will set the pace each and every day by balancing and managing all contact center KPI's.

We provide great benefits which include:

• Medical
• Dental
• 401K
• Paid vacation
• Paid holidays

Pay Range: 65K - 90K DOE

If you are ready to be a part of a dynamic organization where your contributions will be acknowledged and rewarded, we'd like to hear from you!

Job duties include:

• Lead and manage the call center team.
• Hire, train, and manage the teams to meet and consistently exceed performance expectations.
• Monitor and assess performance and provide coaching for continual growth.
• Plan, assign and direct work.
• Reward and discipline employees through effective conflict resolution.
• Collaborate to manage the overall day-to-day operations of the contact center while meeting all KPI's.
• Understand and keep updated on the industry's best practices.
• Collaborate on hiring plans with recruiting team.
• Assist with escalations through all channels email, phone, social, etc. Share insight on effective de-escalation practices as well as providing ongoing training.
• Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
• Manage training delivery: develop curriculums for new hires and ongoing staff training.
• Play a critical role in building a leadership 'bench' of future leaders by providing guidance and mentorship. This includes serving as a role model, sharing feedback and offering guidance that creates trust and teamwork.
• Work to ensure that the team meets their targets and KPI's consistently.
• Manage the tasks and find areas where efficiencies can be gained and further training and development may be needed.
• Develop and achieve performance goals and objectives to achieve customer expectations.
• Manage workflow, escalations and effectively delegate workload across the assigned team(s).
• Present a professional image and model expected behavior for employees at all times.

Qualifications:

• 6+ years contact center experience with at least 3+years of supervisory/management experience
• Advanced knowledge of Excel; proficient with other Microsoft Office applications
• Knowledge of call center fundamentals