Job Title: Call Center Manager

Location: Tavares, Florida

Company: Eustis Roofing Company

Job Description:

Eustis Roofing Company is seeking a dynamic and experienced Call Center Manager to join our team in Tavares, Florida. The Call Center Manager will be responsible for overseeing and managing a team of 6+ Customer Service Representatives to ensure exceptional service delivery and operational efficiency in our contact center. Eustis Roofing Company is rapidly growing and expanding service offerings and is in need of a forward-thinking professional with a growth mindset to scale call center size and capability.

Key Responsibilities:

• Monitor contact center data and representative activity to ensure that performance standards are being met.
• Manage metrics, ensure customer satisfaction, and report statistical performance levels related to the Contact Center.
• Develop and administer the annual department budget to attain business goals with operational stability.
• Develop, implement, and maintain effective internal Quality Assurance programs fostering continuous improvement.
• Develop efficient training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision.

Key Skills:

• A minimum of three years' experience in a high-volume, lead-generating call center environment.
• A minimum of 1 year supervisory experience, including but not limited to managing direct reports, direct performance management, coaching, disciplinary actions, professional development, and completion of annual performance evaluations.
• Strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations.
• Strong written and oral communication skills.
• Advanced Excel skills preferred.

If you meet the qualifications and are passionate about delivering exceptional customer service in a fast-paced environment, we encourage you to apply for this exciting opportunity to join our team at Eustis Roofing Company. Please submit your resume and cover letter outlining your relevant experience and skills. We look forward to hearing from you!