Hybrid Regional Call Center Manager bei BLUE CARDINAL HOME SERVICES, LLC

Description

This position will lead and oversee the daily operations of multiple small call center teams across a designated area. This role is critical in ensuring exceptional customer service, efficient scheduling, and seamless communication between customers, technicians, and internal teams.  

 As part of our recruiting process we ask all interested candidates to please take 5 minutes to click on the link below and complete the Culture Index Assessment - https://go.cultureindex.com/p/tbYXICIJIPbc  

Key Responsibilities: 

• Lead and manage call center teams to ensure exceptional customer service and operational efficiency. 
• Conduct regular performance evaluations, one-on-ones, coaching, and training to support staff development. 
• Manage recruitment, hiring, and disciplinary actions for call center personnel. 
• Conduct weekly team meetings to align goals and review performance. 
• Travel to other call center locations twice per month to provide on-site leadership, training, and operational support. 
• Oversee call center expenses, including labor and marketing budgets. 
• Ensure compliance with licensing, codes, and safety regulations. 
• Maintain facilities and equipment to protect company assets. 
• Implement and optimize call center processes, scripts, and scheduling systems. 
• Oversee the use of CRM and call center software tools. 
• Drive continuous improvement initiatives to enhance processes and meet or exceed budgeted gross margins. 
• Monitor and improve call booking conversion rates and abandoned calls.  
• Track and report on call center metrics, including call volume, booking rate, call board, call quality, and membership conversion. 
• Coordinate with Service managers, GM and dispatch to ensure efficient job scheduling. 
• Analyze customer feedback and handle escalated customer issues, implement improvements to enhance service quality. 

Requirements

• 3+ years of experience managing a call center with multiple locations
• Ability to drive and manage KPI's and metrics
• Prior work experience in an administrative setting is preferred.
• Minimum of 3 years of managerial and sales experience in service operations.
• Basic computer skills, including Word, Excel, and any other software used by the company.
• The ability to perform multiple tasks in a fast-paced environment while maintaining attention to detail and follow-through.
• Geographical knowledge of the service area and/or map-reading skills.
• Exceptional interpersonal and communication skills, both written and verbal, with the ability to function in a team environment.
• Knowledge of home service requirements for residential and commercial.

Working Conditions: Regularly spends long hours sitting and using office equipment and computers (80% of the time) in a cubicle office environment. Ability to lift 5-10 pounds, good visual acuity and sufficient auditory function to operate computer-aided call management software and communications equipment, ability to work extended hours, nights or weekends.