Customer Service Call Center Manager

$65,000 - $75,000/Yr

Cranney Home Services - Danvers, MA

Full-time - Mid Level

Danvers, MA

Specialty Trade Contractors

About the position

Cranney Home Services is seeking a dynamic Call Center Manager to enhance customer experience and lead a high-performing team. This role involves overseeing daily operations, optimizing workflows, and fostering a positive work environment. The ideal candidate is a seasoned professional with a strong background in call center management, capable of motivating teams and driving performance through data analysis.

Responsibilities

• Oversee the day-to-day operations of the call center, ensuring smooth workflow and maximum efficiency.
• Lead, coach, and develop a high-performing team of call center representatives.
• Implement and optimize processes to improve customer satisfaction and achieve sales goals.
• Analyze call data and identify opportunities for improvement.
• Foster a positive and productive work environment where employees feel valued and engaged.

Requirements

• 5+ years of experience in call center management.
• Strong leadership skills with the ability to motivate and inspire teams.
• Data-driven strategist with a keen eye for optimizing workflows and performance.
• Exceptional interpersonal and coaching skills.
• Tech-savvy individual who embraces new tools and thrives in a fast-paced environment.

Nice-to-haves

• Experience in Home Services is a plus.
• Multilingual skills a major asset.
• Proven track record of exceeding KPIs.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• 401(k) matching