Call Center Manager

Are you a visionary leader with the passion to build a world-class call center team from the ground up? Dior Construction is seeking a Call Center Manager to establish and nurture a high-performing team of telemarketers who will become masters of both inbound and outbound calling. In this pivotal role, reporting directly to the {}, you will have the opportunity to shape the foundation of our telemarketing initiatives, fostering a motivated and skilled team that delivers exceptional customer experiences to our customers and clients alike.

As the Call Center Manager, you will be a driving force in our company's success, playing a key role in strategic decision-making and developing a team of talented telemarketers Through your expertise in team building, mentorship, and performance management, you will cultivate a high-performing environment where every team member is empowered to reach their full potential.

Call Center Manager Responsibilities:

Train and manage all Customer Success Representatives, ensuring they are equipped with the knowledge and skills to deliver outstanding service.
Supervise the daily workflow and scheduling of the telemarketing staff, optimizing efficiency and productivity.
Conduct timely and constructive performance evaluations, providing valuable feedback and guidance for continuous growth.
Answer inbound calls and make outbound calls when service levels increase, leading by example and supporting the team during peak demand.
Set and achieve weekly and monthly quotas, driving the team to meet and exceed sales targets.
Demonstrate exceptional composure and respect when speaking with disgruntled customers or co-workers, diffusing tense situations with professionalism.

Requirements

At least 4 years of experience working in call centers, with at least 2 years in a supervisory or managerial role.
Excellent verbal and written communication skills, with the ability to articulate ideas clearly and effectively.
Outstanding customer service skills, with a deep commitment to delivering exceptional experiences.
Interpersonal and negotiation skills to navigate diverse situations and achieve mutually beneficial outcomes.
Strong managerial skills, with a proven ability to lead, motivate, and develop high-performing teams.
Conflict resolution expertise, adeptly diffusing tense situations and finding constructive solutions.
Exceptional organizational skills, with the capacity to manage multiple priorities simultaneously.
Proficiency in Microsoft Office Suite or related software to prepare reports and measure performance.

Call Center Manager Preferred Qualifications:

Bachelor's degree in business administration, marketing, or a related field (preferred but not required).
3+ years of experience in management, with a successful track record of leading and developing teams.
Experience in the home remodeling industry (a plus but not required).
Previous experience in telemarketing, outbound sales, or a call center environment (preferred but not required).

Benefits

$70,000-110,000 Hybrid Salary and Performance Based Compensation
Competitive compensation package, including base salary and performance-based bonuses.
Comprehensive health, dental, and vision insurance options.
Generous paid time off and holidays, allowing you to maintain a healthy work-life balance.
Opportunities for professional growth and career advancement within a rapidly expanding company.

Schedule and Location:

You will be needed at our HQ in Bergenfield NJ Monday to Friday 830am to 430pm EST

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