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Call Center Manager

Company: LeafFilter
Location: Hudson
Posted on: June 11, 2021

Job Description:

At Leaf Home Solutions people are at the heart of everything we do, and we’ve crafted a team of the very best to ensure we make a difference… both to the homeowners we support and the staff that’s at the heart of it all.  We are driven by the hard-working and creative individuals that are passionate about their careers and what they do. LeafFilter Gutter Protection seeks to provide the best gutter cover solution paired with an outstanding customer service experience from beginning to end. Leaf Home Safety Solutions installs accessibility solutions like stair lifts, walk-in tubs, and walk-in showers to enhance the safety of our customers in the homes they love.

Position Summary

The Call Center Manager is responsible for setting goals for the department and overseeing the day-to-day operations within the call center for assigned region(s). This position will cover the evening/weekend shift.


Essential Duties and Responsibilities

  • Calendar review and staffing for day-to-day operations.
  • Identify areas of improvement and implement measurable goals for call center staff.
  • Identify development areas for each representative and regional manager to ensure they have a meaningful individual development plan
  • Review inbound and outbound calls to ensure representatives are using effective problem solving skills and following best practices
  • Conduct coaching and counseling sessions as needed to maintain expected KPIs of assigned region(s).
  • Recruit and Interview candidates for potential new hires and leadership roles.
  • Conduct annual performance reviews.
  • Advise training staff and oversee performance of new hires as they exit training.
  • Conduct one-on-one, team, and department meetings
  • Performance manage team(s) to maximize production, accountability and efficiency.
  • Review and approve weekly payroll, time-off requests, and timesheet audits.
  • Create and edit territory maps for new and existing markets.

 

Experience and Minimum Qualifications

  • High School Diploma or equivalent.
  • Prior experience in high volume call center environment.
  • Experience managing conflict resolution and creating accountability at all levels.
  • Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without “dropping the ball”.
  • Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “today not tomorrow” mentality.
  • Apply active listening skills through the ability to comprehend information presented and respond thoughtfully.
  • Detail-oriented and can focus on the task at hand, no matter how minute, by finding the most efficient and effective pathway to completion.
  • Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.
  • Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.
  • Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps the co-worker or customer’s needs at the forefront of every interaction.
  • Ability to communicate effectively, to recognize, understand, and manage one’s own emotions as well as others, and foster positive working relationships across all levels of the organization.
  • Holding oneself responsible and being self-driven in accomplishing business goals, adhering to policies and being responsible for one’s own actions, performance, and decisions.
  • Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).
  • Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Preferred Knowledge, Skills, Abilities or Certifications

  • Prior experience in call center leadership/management role preferred
  • Prior experience with large and geographically diverse construction/remodeling company preferred

Travel Requirements

  • No travel required.

Overtime/Additional Hours Requirements

  • May be requested to work overtime on evenings and weekends dependent on business need.

Physical Requirements

  • Normal Office Environment
  • Indoor work in a climate-controlled environment.
  • Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

LeafFilter Company Overview

  • Why Work at LeafFilter? LeafFilter Gutter Protection has cultivated a passionate and inspired team with the support of an excellent workplace culture. People are at the heart of everything we do, and we’ve crafted a team of the very finest to ensure we make a difference…both to the homeowners we support and to the staff that’s at the heart of it all. Are you looking for a workplace with excellent culture, benefits, and opportunities for advancement? How about weekly pay, casual dress, and a fun work environment? Because we’re looking for someone just like you to make our team extraordinary.
  • Are we your company? LeafFilter is dominating the gutter protection industry and we continue to grow. We work hard and play harder. We’re a big company with a small company feel. We have ambition and drive and we’re in constant development. For us, we strive to be better than the best and we want you to join in our success! LeafFilter is the #1 rated gutter guard system in the nation as evaluated by the leading consumer publication. Since 2005, LeafFilter has grown from one small office in Hudson, OH to North America’s largest gutter protection company and a leader in the home improvement industry. From marketing to sales, installation, and service, we have the best team, right along with the best gutter protection solution.

For more information about Leaf Home Solutions and our growing organization, please visit www.leaffilter.com.

  • What do we offer?
  • Industry leading compensation package
  • Full Medical, Dental, and Vision benefits after 90 days
  • 401k Savings Plan
  • Paid Time Off
  • Wellness programs
  • Endless opportunity for growth and advancement
  • LeafFilter Awards and Accolades (2020)
  • Inc. 5000’s fastest growing companies in America for eight straight years
  • Qualified Remodeler Magazine’s Top 500 List: 4th Largest Remodeler
  • Remodeling Magazine’s Top 550 List: 2nd Largest Remodeler
  • Top Workplace by Cleveland Plain Dealer

 

Diversity and Inclusion Statement

  • Leaf Home Solutions is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.


Equal Opportunity Statement

Leaf Home Solutions will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).

Keywords: LeafFilter, Akron , Call Center Manager, Other , Hudson, Ohio

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