Call Center Manager

Bath Experts is looking for a Call Center Manager who will embody a positive, results-oriented approach, dedicated to achieving and surpassing objectives. This role requires leading a highly productive team, instilling a strong sense of urgency to resolve issues while upholding superior standards of customer service. By prioritizing people-centric coaching, training, and leadership, you will play a pivotal role in nurturing our award-winning workplace culture (2023 Top Workplaces). Embracing a hands-on mentality will not only inspire but also actively assist team members, fostering an environment of collaboration and growth.
About the Role:

As the Call Center Manager, you will be responsible for overseeing all aspects of our call center operations, ensuring the highest level of customer satisfaction and efficiency. You will lead an established team of high performing call center representatives, set performance goals, and implement strategies to meet and exceed targets. Additionally, you will be responsible for managing day-to-day operations, analyzing call center data, and implementing process improvements to enhance productivity and sales.
Job Duties & Responsibilities:

• Lead, motivate, and develop a team of call center representatives to achieve performance targets and deliver exceptional customer service.
• Develop and implement call center policies and procedures to ensure efficiency, accuracy, and compliance with company standards.
• Monitor and analyze key performance metrics, such as hours per demo, demo rates, and lead set ratios, to identify areas for improvement and implement solutions.
• Conduct regular performance evaluations, provide feedback and coaching, and implement training programs to enhance the skills and capabilities of call center staff.
• Build an efficient and working pipeline of leads favorable towards company goals and objectives.
• Create, edit and maintain a repository of effective call center scripts.
• Oversee quality assurance efforts to ensure that minimum call quality guidelines are met.
• Manage staffing levels and schedules to ensure adequate coverage and optimal utilization of resources.
• Handle escalated customer inquiries and complaints in a professional and timely manner.
• Act as source of knowledge and best practices for call center technology, including CRM and phone system.
• Collaborate with other departments, such as sales, marketing, and IT, to address customer issues and improve processes.
• Stay up-to-date on industry trends and best practices in call center management and customer service.
• Other duties as assigned.

Skills & Qualifications:

• Strong working knowledge of CRM and dialer technologies, with an ability to operate to achieve results.
• Advanced understanding of telemarketing essentials, including script-writing, training to performance, and overall call center operations.
• High level of communication skills, both written and verbal including strong presentation and public speaking skills.
• Excellent phone skills, with ability to 'walk-the-walk' of a call center operator and supervisor.
• Ability to lead with a positive and energetic attitude.
• 5+ years in a supervisory position in a high-volume call center.
• College degree preferred.

More about Bath Experts:

Bath Experts is a home improvement company specializing in the transformation of residential bathtub and shower spaces. Started in 2019 in Indianapolis, Bath Experts is the exclusive Jacuzzi Bath Remodel dealer for Indiana and Ohio. After experiencing rapid growth in the past few years, we have since expanded into 7 additional markets (Cincinnati, Cleveland, Columbus, Dayton, Ft Wayne, Louisville and Lexington) with plans to expand to additional markets throughout the Midwest.

At Bath Experts, we strive to deliver a world-class experience for our customers and to be the best employer in the home improvement industry. We have generated over 1,300 customer reviews, with a 4.9 overall star rating and Bath Experts has been recognized as a "2024 Top Workplace in Indiana" for the 2nd consecutive year (2023-2024). With top-of-the-industry compensation packages that include high wages and comprehensive benefits, and a commitment to giving back to our local charities (donated over $100,000 to local children's hospitals and youth charities), we are delivering on our promise to be a top employer and make a difference in our communities.

It is the policy of Bath Experts to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.