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Call Center Manager

Houston, TX 77002

Employment Type: Direct Hire Industry: Renewable Energy Job Number: 21664

Job Description


Job Title: Call Center Manager

Location: Houston, TX

Per Sé Group has an immediate need for a Call Center Manager. The Call Center Manager will be responsible for directly overseeing and developing the operations of a multi-purpose call center for a renewable energy company that offers various solar products/solutions to residential and commercial customers across the country. The Call Center Manager will assist with creating new processes to help the company reach sales and retention goals. The ideal candidate will have previous call center management experience and worked in a B2C environment as well as knowledge of sales, marketing, and customer retention initiatives. This position will be based in Houston, TX.

Daily Responsibilities
  • Oversee and develop effective call center employees and processes by focusing on sales, customer support and retention
  • Continuously evaluate metrics for inbound leads and coming up with plans on how to improve success within the call center
  • Create and implement new plans to help with sales, systems, training, staffing, and scripts  
  • Responsible for thorough understanding of the CRM system and how to continuously utilize/evolve it’ s use in effecting process, staffing, and marketing recommendations
  • Assist with product planning for new markets
  • Assess current practices to determine opportunities for enhancements
  • Collaborate with marketing and other key stakeholders in improving lead generation, sales process, and the overall customer experience
  • Work with HR to outline hiring requirements, compensation, and incentive plans
  • Oversee, training and developing both internal sales & customer care team members on performance of sales and retention calls
  • Establish business requirements for call center related projects/IT enhancements and offer continuous business support to IT team
  • Analyze all key metrics and offer recommendations for future initiatives based on results

Education & Desired Skills:
  • 3+ years of experience managing call center sales and retention operations
  • 4 year degree required, Operations or Business Management is preferred
  • Experienced with implementing call center process flow, managing metrics/reporting, and hiring/staffing contractors
  • Experienced utilizing various CRMs (Salesforce is preferred)
  • Strong skills within Microsoft Office Suite, Excel, PowerPoint
  • Strong analytical skills
  • Excellent relationship, influence and communication skills both verbally and in writing
  • Detail-oriented and self-motivated, go-getter with ability to multi-task, prioritize and plan work and handle to deadlines
  • Experience working in B2C environment is preferred

 

 

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Lauren Rice

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