Customer Experience Manager

$65,000 - $75,000/Yr

Tn Homebuyers - Nashville, TN

Full-time - Mid Level

Remote - Nashville, TN

About the position

The Customer Experience Manager at TN Homebuyers is responsible for overseeing the Lead Qualification Team and managing office operations. This role is ideal for someone with experience in managing sales and call center professionals, focusing on enhancing team performance through training and development. The position requires a strong understanding of call center operations and the ability to audit calls to ensure compliance and quality.

Responsibilities

• Monitor call volume and capacity of each Team Member throughout the day to work towards daily goals.
• Audit leads and calendars for the day, before the daily lead review meeting, to be prepared and ready to address any concerns or issues.
• Hire, Train, Onboard, and Terminate Team Members as needed.
• Audit calls for compliance and quality, scoring each call, and creating individualized training based on findings.
• Monitor KPIs for each department, escalating any issues to Integrator.
• Maintain adequate staffing levels to ensure appropriate coverage, including night and weekend rotation.
• Maintain an upbeat environment in the office.
• Manage time off requests and calendar to ensure proper coverage throughout the company.
• Provide backup in the department for high-volume or low-staffing situations.
• Maintain Office staffing with hybrid schedules and remote Team Members.
• Perform one-on-one meetings with Team Members weekly.
• Create and implement ongoing training for Team Members.

Requirements

• 3+ years of experience managing a call center or phone sales team.
• A proven track record of leading a team to outperform goals.
• Knowledge of creating and implementing new training programs.
• Strong software and internet skills.
• Basic SalesForce knowledge.
• Strong leadership abilities to effectively manage a team.
• A high level of ambition and determination.
• Strong communication skills via in-person conversation, telephone, email, text, and mail.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid holidays
• Paid time off
• Referral program
• Vision insurance
• Work from home