CallCenter Team Manager

Call Center Team Manager

Dept: Sales & Marketing

Location: Granville (Sales Office) - Muncie, Indiana

Reports to: Sales & Marketing Department Manager

Hours: Monday through Thursday - 8:15 am to 5 pm

Friday - 8:15 am to 12:30 pm (May be longer depending on tasks to be completed)

Employment Type: Full-Time (36-40 hours per week) in an office setting.

Compensation: Hourly rate is $20.00 per hour, plus potential for earning weekly performance bonuses.

Benefits Offered to Full-Time Employees: Medical, HSA, Dental, Vision, Voluntary Life, Company Paid Life, AFLAC, 401K, and paid Holidays. All available after the employee's introductory period & plan requirements have been met.

(60 days and 1st of the month for health insurance. 90 days for paid holidays and other benefits, per company policy)

Position Purpose

The Call Center Team Manager's role is to manage six to eight telemarketers (hereafter referred to as Lead Generators or Call Center Agents) to develop leads to sell ACR1.COM Commercial Roofing services (hereafter referred to as ACR).

Essential Duties and Basic Tasks

• Demonstrate knowledge of company's products, services, marketing position and objective.
• Represent the company in an honest and professional manner.
• Generate daily, weekly, and monthly reports for management to measure telemarketer performance.
• Encourage and motivate Lead Generators. Active listening and coaching for Lead Generators.
• Import new numbers (prospects) into database to move the sales process along from prospects to contacts and finally to viable leads. Also checking for duplicate leads.
• Perform second interviews of potential Lead Generator applicants set up by HR and then provide interview notes and feedback to HR recruiting Assistant.
• Assist Lead Generators by emailing, faxing, and/or standard mailing information sheets and packets to potential customers.
• Research building ownership and contact information (Look ups).
• Responsible for continued training for all Lead Generators after their initial week of formal training.
• Scan aerial view of properties to research roof types and sizing.
• Generate sales leads by making phone calls out of ACR database, calling old leads, and assisting Lead Generators with calls.
• Assist in installation, maintenance, and inventory of all ACR IT and electronic equipment.
• Monitor, review, and approve Lead Generator Time Off, Timesheets & Attendance Tracking.
• Perform weekly One on One's with each Lead Generator employee on your team for mentorship and additional training.
• Side by Sides monitoring with each Lead Generator.
• Establish Smart Goals per sales guidelines for every Newly Hired Lead Generator on your team. Then set a Smart Goal every 6 months after initial hire.
• Reviewing Quality Assurance Analysts' reports and scores daily, working with the Lead Generators within 24 hours of a bad Q&A score.
• Obtaining approvals for policy exceptions on unusual/duplicate leads from the Sales & Marketing Manager.
• Follow and enforce company established policies and procedures.

Goals

Manage lead costs to achieve $200/lead generated or lower. Work as a Team Leader to Lead Generators to provide steady business for ACR. Assist Lead Generators to achieve both personal and company goals.

Qualifications

• Must be 18 years of age.
• High school diploma or GED required, and some college preferred.
• Have at least 2+ years of Management experience. Experience in Sales based business is preferred but not required.
• MUST HAVE Call Center or related field of management experience.
• Intermediate to advanced computer knowledge and skills including the use of Outlook, Google Chrome, Microsoft Excel, and Word. The position also requires data entry, telephone skills, and minimum basic typing skills.
• Some basic experience in Construction Practices is preferred, but not required.
• Having knowledge of Microsoft access is preferred, but not required.
• Must be able to pass Pre-Employment Drug Screen & provide two forms of I-9 Citizenship approved identification.
• Experience in generating leads in the sales process is essential. Use CMS to track customer activities to promote sales and plan strategies for sales enhancement. Telephone sales experience is helpful.

Skills/Abilities

The Call Center Team Manager must be self-motivated with a sense of urgency. Must be dependable and able to be at work on time, organized, excellent communication skills, persuasive, able to prioritize, manage rejection and keep a positive and professional attitude. Must also be able to effectively manage their time and maximize their productivity. Call Center Team Manager will need to have the ability to connect key concepts and ideas with implementation into daily tasks and projects.

Working Conditions

Position requires the ability to work in close contact with other office call center Lead Generators in a call center office environment. Normal work hours and standard office conditions. Employees may NOT miss any days during the 1st WEEK of sales orientation and training, or it is an automatic release from employment. After the first week there will be a Sales & Marketing attendance policy and points system that will be adhered to.

Confidentiality

ACR utilizes proprietary methods, software and techniques that are of immense value to ACR and others, all of which have been developed at great expense to ACR. It is agreed that employees will maintain the confidential nature of these items and not disclose them to others, nor use them in future employment for a period of two years after leaving the employment of ACR1.COM Commercial Roofing.

About Us:

ACR1.COM Commercial Roofing (ACR) incorporated as Advanced Roofing Systems, Inc in Indiana in March of 1984. We specialize in commercial flat and low-slope metal roofs. ACR quickly expanded throughout the Midwest, serving Indiana, Illinois, Michigan, Kentucky, Ohio, and Missouri. In 1997 we became licensed in Florida and provide services throughout the entire state. We are now also providing services in the state of Georgia and Pennsylvania.