Job Description
Call Center Manager – Hands-On Leader with Expertise in Appointment Setting & Team Development
Are you a highly focused, hands-on leader with a deep understanding of call center operations, especially in appointment setting? Do you excel at not just managing but also mentoring and developing a team to achieve exceptional results? We are looking for a Call Center Manager who embodies leadership through action, with a passion for training, uptraining, and fostering a positive, high-performance culture.
Key Responsibilities:
- Team Leadership & Performance Management:
- Directly manage and oversee a team of appointment setters, ensuring daily, weekly, and monthly targets are met or exceeded.
- Drive a culture of accountability and performance by providing clear KPIs and holding team members to high standards.
- Monitor live calls, provide real-time feedback, and run regular coaching sessions to sharpen skills and improve performance.
- Develop personalized coaching plans for team members based on their strengths and areas for improvement, ensuring continuous skill development.
- Appointment Setting Expertise:
- Leverage your deep understanding of appointment setting to lead by example, setting the tone for how calls should be executed.
- Optimize scripts, call flow, and objection handling techniques to maximize appointment setting success rates.
- Implement best practices for scheduling and maintaining accurate and efficient calendars, ensuring lead conversion is maximized.
- Training & Uptraining:
- Design and execute robust training programs for both new hires and existing team members, ensuring everyone is equipped with the tools they need to succeed.
- Conduct uptraining sessions regularly, with a focus on refining techniques, improving close rates, and enhancing customer service skills.
- Provide ongoing support and development opportunities, ensuring team members stay sharp, motivated, and continuously improving.
- Operational Efficiency & Continuous Improvement:
- Analyze call center data and metrics to identify trends, areas of improvement, and opportunities for increased efficiency.
- Continuously assess the effectiveness of appointment setting strategies and implement changes as needed.
- Collaborate with upper management to align team goals with broader company objectives and ensure smooth operation across departments.
- Fostering a Positive Work Environment:
- Maintain a positive, upbeat atmosphere within the call center, where team members feel supported and motivated to perform at their best.
- Lead by example with a consistent, can-do attitude that fosters teamwork, enthusiasm, and a shared drive for success.
What We’re Looking For:
- Call Center Expertise: Minimum of 3-5 years of experience managing a call center, specifically in an appointment setting or outbound calling environment.
- Proven Track Record in Training & Development: Demonstrated success in training and uptraining teams to increase productivity and achieve performance goals.
- Strong Analytical Skills: Ability to interpret call center metrics and translate them into actionable insights for improvement.
- Hands-On Leadership: A manager who is comfortable jumping into the action, handling calls when needed, and leading the team by example.
- Excellent Communication: Clear, effective communicator who can inspire and motivate a diverse team while providing constructive feedback.
- Positive & Consistent Attitude: Someone who maintains a steady, motivating presence regardless of challenges, inspiring the team to stay focused and engaged.
Why Join Us?
- Be part of a dynamic, fast-paced environment where your contributions directly impact the success of the team and company.
- Work in a culture that values continuous improvement, innovation, and employee growth.
- Competitive compensation, along with bonus incentives tied to team performance.
Benefits
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 10 hour shift
- 8 hour shift
- Monday to Friday
- Weekends as needed
Job Tags
Full time, Shift work, Weekend work, Monday to Friday,