Call Center Manager

One Goal, One Passion - Growth is Everything at Window Nation
Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.
The Call Center Manger will be responsible for the recruitment and development of Call Center Agents in an inbound & outbound, sales-focused environment. In addition, the Call Center Manager will be responsible for meeting and exceeding Call Center goals.

Core Responsibilities

• Manage day-to-day Call Center operations
• Engage and motivate team to meet or exceed performance targets
• Manage daily activities of Call Center Agents
• Manage quality assurance review of Agent calls and communications
• Act as subject-matter expert for Agent questions
• Review Call Center reporting to proactively identify operational challenges and implement solutions
• Hire, coach, and provide continued training to personnel to maintain quality customer service standards
• Monitor new hire training program to ensure it is consistent with the current industry information and trends
• Support employees, other managers, and call center operations through the completion of ad-hoc tasks and projects
• Assist other management team members in identifying trends and establishing call center goals
• Ensure staff members achieve desired service levels and take corrective action, as needed

Basic Qualifications

• 5+ years of Call Center management experience
• 7+ years of experience in a call center or related environment
• High School Diploma, GED, or equivalent

Preferred Qualifications

• Bachelor’s degree in related field a plus
• Ability to learn Window Nation’s business model, products, and processes quickly
• VOIP system (Five9) proficiency a plus
• Proficiency with CRM systems
• Experience with MS Suite (Dynamics experience a plus)
• Detail-oriented, with the ability to multi-task and follow-up as needed
• Ability to work well under pressure and make sound decisions quickly in a fluid, fast business environment
• Experience in Lead Perfection

Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.
At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.