Call Center Manager

ADP, Inc.; Boca Raton (FL); On-site; USD 58,000 - 69,000; Full time

Benefits offered by this job

Performance Bonuses

Medical Insurance

Dental Insurance

Job summary

National Floors Direct is seeking a skilled Call Center Manager in Boca Raton, FL to lead a growing team and ensure outstanding customer experiences. You will oversee inbound and outbound calls, train staff, and align performance with company goals.

This full-time role requires 5+ years in call center or customer-facing roles and at least 3 years in leadership, with CRM proficiency and a positive, proactive mindset. Weekend availability is required in this dynamic environment.

Qualifications

• 5+ years of call center or customer-facing experience.
• At least 3 years of leadership experience.
• Familiarity with CRM software and best practices.
• Technologically proficient.
• Excellent listening and communication skills.
• Positive, can-do attitude.

Responsibilities

• Manage and lead a mid-sized call center team.
• Handle inbound and outbound calls.
• Engage with prospective customers on floor covering needs.
• Deliver a great customer experience.
• Document all touchpoints using internal tools.
• Available to weekends.
• Build rapport with customers.
• Contribute to team goals and outcomes.
• Participate in regular training and development.
• Represent the brand in line with our mission.

Skills

Call center experience

Leadership experience

CRM familiarity

Technological proficiency

Communication skills

Tools

CRM software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Manager

FullTime Boca Raton, FL, US

30+ days ago Requisition ID: 1002

Salary Range: $58,000.00 To $68,500.00 Annually

Overview:

National Floors Direct is a direct-to-consumer Carpet and Flooring Specialty Service. We deliver the customer experience and expertise of a High End Floor Covering Specialty Store directly to our customers’ home. This revolutionary approach to satisfying the floor covering needs of homeowners is part of our commitment to the customer experience.

We are currently seeking a highly motivated and adaptable Call Center Manager to lead our rapidly growing team. We have an amazing web presence, recognizable brand, great reputation, and top notch customer reviews due in part to great Call Center Representatives.

In this role, you will be a leader, a crucial customer touch point, and a representative of the National Floors Direct brand. You will be responsible for receiving inbound calls and making outbound calls from customers regarding their needs and purchase of new floor-coverings.

Responsibilities

• Managing, leading, and engaging a mid-sized team.
• Handling inbound calls and making outbound calls.
• Engaging with prospective customers regarding their floor covering needs.
• Passionate about delivering a great customer experience.
• Providing a positive and informative customer experience.
• Use internal tools to document all customer touch points and communications.
• Availability to weekends.
• Ability to build rapport with customers.
• Contribute to the achievement of team goals and outcomes.
• Participate in regular training and development meetings as required.
• Represent the brand in line with our mission of delivering an amazing customer experience.

Qualifications

• 5 + years of Call Center, Customer Service, or other customer facing experience.
• 3 + year of leadership experience.
• Familiarity with Customer Relationship Management (CRM) software and best practices.
• Technologically proficient,
• Excellent listening and communication skills.
• Must possess a positive, can-do attitude.

Benefits and Compensation

• Performance Bonuses
• Medical Insurance
• Dental Insurance

What Our Employees Say About Us?

What Our Customers Say About Us?

Trustpilot Customer Reviews: 90%

How Our Call Center Managers Are Set Up For Success

• Learning and Development
• Career Pathing
• Opportunities for Growth

This a fantastic opportunity for all, focused, driven, and motivated professionals looking for an opportunity to develop with a growing organization. We take pride in investing in, training and developing our people. There are opportunities for career development within the Call Center function, as well as the organization as a whole. If you are committed to achieving your personal and professional goals – all while having the flexibility to design your own schedule, this could be the best next career step for you.

National Floors Direct is committed to equal opportunity in all conditions of employment, for all employees and all job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. National Floors Direct also complies with all applicable national, state and local laws governing nondiscrimination in employment.