Senior Call Center Manager

Attic Projects ranks  #117 among the Top 500 Specialty Construction Firms and #98 out of Top 200 Home Improvement Companies in the U.S. for 2024! 

 

Why Choose Attic Projects?

At Attic Projects, we are setting new standards in our industry, experiencing rapid growth in the greater Los Angeles, San Diego, and Seattle areas. As we continue to expand, we prioritize teamwork, efficiency, and exceptional customer service. Our Senior Call Center Manager will play a vital role toward advancing our call center operations, ensuring a seamless customer experience, and driving performance excellence.

With opportunities to develop and implement strategic initiatives, optimize workflows, and mentor a high-performing team, we offer a dynamic environment where the Senior Call Center Manager can enhance their leadership skills, innovate processes, and make a meaningful impact on our company’s success.

 

Role and Responsibilities:

 

Role: Reporting to the CEO and working with the Assistant Manager, the Call Center Manager represents the primary point of contact for all client-facing correspondence. In coordination with the executive team, the Call Center Manager ensures accurate entry of sensitive client information and monitors all call activity to identify and redirect qualified leads to the sales team. 

 

Responsibilities:

• Oversees all call center correspondence and operations.  

• Monitors call center performance, tracking team productivity and operator efficiency. 

• Identifies/addresses issues concerning lead opportunities with Branch/Sales Managers. 

• Ensures the call center is always operational during business hours.

• Verifies call center time cards and manages Paid Time Off (PTO) requests.

• Assign operators to no-response leads and leads requiring follow-up.

• Manages the Voiceover Internet Protocol Software.

• Records all leads and respective sources, prioritizing by date of inquiry. 
• Verifies completion of follow-up leads, advising operators when required. 
• Responsible for initial and ongoing training of call center associates. 
• Maintains accurate records for all inbound calls, conversation time, and total qualified leads

 

Perks and Benefits:

• Competitive salary 
• Opportunities for professional training and career growth
• Supportive management team
• Medical, dental, vision insurance after 90 days
• Paid time off and holidays
• Holiday gifts and team building events

 

Qualifications:

• Proven experience as a Call Center Manager or Senior Call Center Lead, with a strong background in overseeing call center operations and team performance.
• At least 10 years of experience in a fast-paced, high-volume call center environment, managing inbound and outbound call activities.
• Strong leadership and team management skills, managed small & big size teams, with the ability to train, mentor, and develop call center associates.
• Experience in tracking call center performance metrics (KPI), including team productivity, operator efficiency, and lead conversion rates.
• Proficiency in call center software and Voiceover Internet Protocol (VoIP) systems; experience with CRM platforms preferred. Salesforce experience is a plus.
• Exceptional organizational and time management skills, ensuring call center operations run efficiently and within business hours.
• Ability to analyze and address lead opportunities, collaborating with Branch and Sales Managers to maximize conversion rates.
• Experience in managing schedules, verifying time cards, and handling Paid Time Off (PTO) requests for call center staff.
• Strong problem-solving and decision-making skills, with the ability to identify operational inefficiencies and implement process improvements.
• Excellent verbal and written communication skills, ensuring effective client interactions and accurate record-keeping.

 

Interview Process:

 

1. Initial Phone Reach-out by Recruiter
2. Video interview by Recruiter
3. Onsite interview with CEO & Peers

 

Details:

 

Job Type: Full-time, On-site, not remote

Work schedule: Monday to Friday, Weekend if needed

Salary Range: $95k to $110k

Pay Structure: Salary 

Elevate your career with Attic Projects, where opportunities soar, success reflects!