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Bath Concepts Independent Dealers
Call Center ManagerBath Concepts Independent Dealers • Surprise, AZ, US
Call Center Manager

Call Center Manager

Bath Concepts Independent Dealers • Surprise, AZ, US
12 days ago
Job type
  • Full-time
  • Quick Apply
Job description

CALL CENTER MANAGER Director of First Impressions & High Fives Location:

  • Tolleson AZ APEX Windows & Bath is looking for an experienced, high-energy Call Center Manager to lead our outbound appointment-setting team.
  • We believe a successful call center doesn't have to be a stuffy, rigid environment.
  • We want energy.
  • We want enthusiasm.
  • We want people celebrating wins and enjoying coming to work.
  • But we also want results.
  • We're looking for a leader who understands that a great call center isn't measured simply by how many appointments are set.
  • It's measured by the quality of those appointments and what ultimately happens in the home.
  • If you know how to motivate a room, coach people, hold a team accountable and use numbers to improve performance, we want to talk to you.

What You'll Be Doing Lead the Floor:

  • Create an energetic, positive and productive environment where people want to perform.

Coach in Real Time:

  • Listen to calls, provide immediate feedback, role-play objections and continuously develop your team's skills.

Own Appointment Quality:

  • Make sure appointments are properly set, expectations are clearly established, and our Sales Representatives receive the best opportunities possible.

Master the Metrics:

  • Monitor KPIs, dialer activity, set rates, confirmation rates, appointment quality, sit rates and conversion trends.
  • Don't just report the numbers - use them to improve performance.

Create Accountability:

  • Establish clear expectations, recognize strong performance and address problems quickly and directly.

Develop Your People:

  • Identify strengths and weaknesses within the team and coach each person accordingly.

Bring the Energy:

  • Run contests, spiffs and team activities that make achieving goals fun and rewarding. Lead by Example : When necessary, get on the phones, handle difficult situations and show the team what great sounds like.
  • What You Bring to APEX Proven experience managing an outbound call center, inside-sales team or appointment-setting operation Strong coaching and people-development skills The ability to balance enthusiasm and empathy with accountability A strong understanding of call-center KPIs and conversion metrics Experience listening to and evaluating calls for quality and effectiveness The ability to identify problems, develop solutions and measure the results A leadership style that earns respect rather than simply demanding it Hands-on experience with Lead Perfection and/or Five9 is a major plus The Person We're Looking For We're not looking for someone to simply manage schedules and watch a dashboard.
  • We're looking for someone who can lead people and improve performance.
  • You should be comfortable celebrating a record-setting day - and equally comfortable having a direct coaching conversation when expectations aren't being met.
  • You should enjoy developing people, solving problems and figuring out why the numbers are doing what they're doing.
  • Most importantly, you should understand that our Call Center creates the first impression of APEX and plays a critical role in everything that happens afterward.
  • Why APEX?
  • APEX Windows & Bath has served homeowners for more than 30 years.
  • We believe in working hard, treating people well and creating opportunities for talented people to succeed.
  • You'll be joining a company that is investing in its people, its processes and its future.
  • We offer a competitive base salary plus performance-based incentives tied to the success of your team.
  • If you're looking for an opportunity where you can build a great team, make measurable improvements and have a real impact on the business, we'd like to meet you.
  • READY TO LEAD?
  • Send us your resume along with a short note telling us about a team you've led, a performance problem you've solved, or the best sales contest you've ever created Powered by JazzHR
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Call Center Manager • Surprise, AZ, US

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