Position Overview
Our growing remodeling company seeks a dynamic Call Center and Systems Manager to lead our customer engagement operations and optimize the technical systems that drive business efficiency. This hybrid role combines call center leadership with systems management, requiring expertise in customer service, team supervision, CRM platforms, telephony systems, and process automation.
Key Responsibilities
Call Center Operations
Lead a team of call center representatives to meet sales targets, customer satisfaction goals, and service-level agreements (SLAs)
Develop and implement training programs, performance metrics, and quality assurance protocols
Monitor call volumes, analyze trends, and adjust staffing/resources to optimize response times
Resolve escalated customer inquiries and ensure compliance with industry regulations
Systems Management
Oversee CRM, telephony, and data analytics tools (e.g., Salesforce, Five9, Power BI) to streamline workflows and enhance customer interactions 515.
Collaborate with IT teams to maintain system security, troubleshoot issues, and implement upgrades
Develop automated solutions for lead management, appointment scheduling, and client follow-ups
Generate reports on call center performance, system uptime, and operational efficiency for senior leadership
Strategic Leadership
Partner with marketing and sales teams to refine lead-generation strategies and improve conversion rates
Identify bottlenecks in customer journeys and propose technology-driven solutions
Foster a positive team culture through coaching, recognition programs, and professional development
Qualifications
Education: Bachelor’s degree in Business Administration, Information Systems, or related field.
Experience: 5+ years in call center management, with 2+ years overseeing technical systems
Technical Skills: Proficiency in CRM platforms (e.g., HubSpot), VoIP systems, and data analytics tools.
Soft Skills: Strong leadership, problem-solving, and communication abilities
Compensation & Benefits
Salary
Benefits: Health insurance, 401(k) matching, performance bonuses, and remote work flexibility.
How to Apply
Submit your resume and a cover letter detailing your experience in call center leadership and systems optimization
Our Company: Are trusted leaders in residential remodeling, committed to innovation and exceptional client experiences. Join us to shape the future of customer engagement in the home improvement industry.
It's our policy to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodation for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.