What are the responsibilities and job description for the Customer Experience Leader position at beBeeCareer?
Job Title: Contact Center Manager
">We are seeking a skilled professional to lead our team and drive growth in the Chicago and WI markets. As a future-focused individual, you will have the opportunity to elevate your personal and professional life in an entrepreneurial culture with family values.
Our company has been serving Chicagoland homeowners for over 20 years and has an excellent reputation in the market. We expanded in Madison, Wisconsin in 2022 and received the BBB Torch Award for outstanding business ethics in 2023. Our goal is to achieve strong growth over the coming years through various initiatives.
As a Call Center Manager, you will be responsible for hiring, onboarding, and training call center personnel, managing teams, preparing work schedules, leading team meetings, and working with the Director of Marketing to develop call center budgets and bonus structures. You will also refine and execute the training curriculum, write/edit call scripts, and coach call center staff through challenging customer lead generation objections.
Responsibilities:
- Hires, onboards, and trains call center personnel (both outbound and inbound)
- Provides front-line direction to the Call Center Agents
- Manages our inbound call center & outbound call center teams
- Prepares work schedules to ensure efficient coverage
- Leads team meetings with call center staff
- Works with the Director of Marketing to develop call center budgets
- Works with the Director of Marketing to create a bonus structure and track bonus performance
- Ensures customer service and quality of work meet requirements and standards
We offer a highly collaborative and rewarding work environment, with many employees having been with us for 10 years. Specific job benefits include:
- Performance-based bonus plus salary
- Work for a company with an excellent reputation in the market
- Employee loyalty. Many of our employees have been with us for 10 years.
- 401K with profit sharing
- Health and Dental benefits
- Paid holidays off
- Flexible Spending account offered
- Holiday parties
- Monthly in office events
- Spirit Days
- Paid vacation that increases with seniority
Salary : $60,000 - $70,000
