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Call Center Manager at Bacon Nation Inc

Rockwall, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Feb, 26

Salary

80000.0

Posted On

12 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership Skills, Customer Service Experience, Detail-Oriented, Multi-Tasking Skills, Microsoft Office Applications, Service Titan Experience

Industry

Wholesale Hardware;Plumbing;Heating Equipment

Description

Description Train, and supervise customer service representatives and dispatchers, providing guidance and support to help them meet performance targets Responsible for creating a welcoming culture within the call center that transfers to the customer base Implement training programs for needed skills, such as converting calls into booked service appointments Author and refine call scripts to be clear, compelling, and result in the highest volume of appointments Be the expert of the market to understand the customers’ needs and how best to engage them Monitor staff performance, including reviewing recorded calls, monitoring call volume, managing schedules, and ensuring the highest standards of customer service Develop strategies to improve customer satisfaction and resolve escalated issues effectively Analyze call center metrics and prepare reports for upper management, using data to identify areas for improvement and implement changes to promote effectiveness Responsible for strategic planning to align call center operations with broader business objectives 90% inbound booking 10% outbound questions Fulfilling the 3-day call board Daily goals for outbound quantity Requirements Leadership skills Minimum 3 years experience in management Customer service experience Detail-oriented Multi-tasking skills Experience presenting information to superiors/upper management Proficient Microsoft Office applications skills Service Titan experience Job Specifications Monday - Friday, 7 AM - 5 PM Base pay $70,000 - $80,000 with potential for bonus FLSA Exempt Benefits Bacon offers the following benefits to promote a happy and healthy team culture together: Medical Dental Vision 401k with match Life Insurance PTO and paid holidays

Responsibilities

Train and supervise customer service representatives and dispatchers while implementing training programs to enhance their skills. Monitor staff performance and develop strategies to improve customer satisfaction and resolve escalated issues effectively.