Job Description

Call Center Manager

West Palm Beach, West Palm Beach, FL, US

Are you driven by excellence? Do you have a passion for sales and empowering a team to achieve their best? If so, our client is looking for Superheroes to join its elite team of professionals! Recognized as an industry leader in the moving and storage space, our client is the world’s only total relocation company, offering premier services in moving, packing/unpacking, storage, trash removal, auto transport, realty, lending, insurance, concierge services, and much more!

We’re looking for a Call Center Manager to play an integral role in overseeing our call center operations, activities, and performance. As a departmental leader, you will have the opportunity to mentor, motivate, and lead a team of inside relocation consultants, driving both sales growth and call center productivity. This is a chance to make a significant impact in an exciting, fast-paced environment, while growing your career with a recognized industry leader.

Key Qualifications:

• Industry Experience Required : Proven experience in call center management and sales, within the moving and storage industry.
• Strong Leadership : Exceptional interpersonal and leadership skills with the ability to inspire and motivate your team.
• Sales and Customer Service Expertise : A proven ability to drive sales, deliver outstanding customer service, and resolve complex issues efficiently.
• Analytical Mindset : Excellent listening and analytical skills with a keen eye for detail and the ability to make data-driven decisions.
• Conflict Management : Strong problem-solving and conflict resolution abilities to handle escalated customer issues with confidence.
• Multitasking Mastery : Ability to thrive in a fast-paced environment, balancing multiple priorities without compromising quality.
• Tech-Savvy : Proficiency with technology (computers, software applications, and phone systems) to optimize operations and improve team performance.
• Coaching & Development : Experience in coaching, training, and developing a growing team to exceed targets and be the best in the industry.

Core Responsibilities:

• Lead and Mentor : Train and lead a team of call center relocation consultants, ensuring they have the tools, support, and motivation needed to succeed.
• Sales Coaching : Assist consultants through challenging sales or customer service scenarios, directly handling issues that require escalation.
• Data-Driven Insights : Analyze call center data, prepare reports, and present actionable insights to ownership/executive management to drive decision-making.
• Evaluate Performance : Consistently assess staff effectiveness, providing constructive feedback and identifying opportunities for improvement.
• Audit and Improve : Monitor and audit call center interactions, recommending and implementing solutions to enhance both sales and service.
• Set and Monitor Goals : Develop, track, and manage both short-term and long-term call center goals, ensuring your team stays aligned with company objectives.
• Manage Scheduling : Prepare and manage team schedules to ensure adequate coverage during peak call times and operational hours.
• Identify Trends : Stay on top of industry trends and collaborate on setting sales goals to keep the call center ahead of the curve.
• Maximize Efficiency : Ensure consultants consistently meet or exceed established sales and service goals, aligning with the company’s ethos of excellence.
• Continuous Improvement : Use performance data to optimize resources, improve processes, and enhance the overall customer experience.

Position Type:

• Full-Time
• Salaried Position

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