FB Doors Corporation, a Doors & Windows Dealer and Installation company, has a stable opportunity available for a Call Center Lead to oversee our telemarketing call center.
The successful applicant will be responsible for directing agents’ workflow and workload as well as handling complaints, concerns, and questions from customers.
We’re looking for a highly organized professional with management experience who can ensure the most efficient operations of our call center.
Our goal is to increase customer satisfaction and to ensure our agents meet their weekly, monthly and quarterly quotas.
Responsibilities and Duties
- Hire, train and onboard new Call Center Agents as required to meet quotas
- Provide coaching and assistance to call center agents on an ongoing basis
- Process weekly sales leads reportsfor submission to management
- Oversee and ensure conflict resolution between associates and customers
- Ensure that all employees follow the company’s best practices for call center management and operations
- Develop presentations and team meetings to motivate and educate call center agents
- Communicate company goals to associates so every employee understands his or her role
- Conduct periodic surveys of customers and potential customers to ensure quality control
Qualifications and Skills
- Bachelor’s Degree preferred
- 3+ years’ experience in telemarketing or an outbound call center environment
- Familiarity with telemarketing software systems
- Excellent communication, management, interpersonal and leadership skills required
- Advanced conflict resolution skills required
- Able to work overtime as necessary to meet quotas and guide team
- Able to work on Saturdays
Job Type: Full-time
Schedule:
Work Location: In person
Application Deadline: 11/26/2021