On-Site Call Center Operations Manager

Renuity, LLC; Vancouver, Northern (WA, KY); Hybrid; USD 78,000 - 106,000; Full time

Job summary

Renuity in Vancouver, WA is seeking an on-site Call Center Manager to lead daily operations, set objectives, and empower representatives to expand their knowledge of services.

You will analyze performance data, drive process improvements, and ensure service and quality standards while guiding hiring, coaching, and training across the center.

This role requires strong leadership, excellent communication, and a track record of managing large teams in a call center environment.

Qualifications

• Bachelor's degree in Marketing, Business or Communication preferred (this degree requirement can be substituted by Call Center experience).
• Proven working experience in home improvement call center environment.
• 10+ years of call center environment experience.
• 3+ years of leadership/management experience.
• Must be able to pass a background check.
• A valid Driver’s License.

Responsibilities

• Develop call center day-to-day activities.
• Monitor schedules of all call center employees.
• Maximize productivity levels from all resources/employees.
• Track and report lead generation performance metrics.
• Calculate and report monthly commissions and bonuses for call center employees.
• Oversee hiring, coaching, and training of new employees to maintain high standards.
• Continued coaching and mentoring of all staff.
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and completing action plans.
• Ability to perform job functions across all teams within the call center including but not limited to, Setting Appointments, Confirmation, Verification, Rehash and Training.
• Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.
• Ensures productivity met or exceeded service and quality standards.
• Assists in the development of scripts for Call Center Representatives to use when communicating with customers.
• Analyzes performance data to identify opportunities for improvement.
• Ensures the outbound and the inbound Call Center quality standards are adhered to.
• Makes sure compliance with the Telephone Consumer Protection Act (TCPA) and federal and state Do Not Call (DNC) statutes and regulations, internally and externally.
• Performs other duties as assigned by the Executive Staff.

Skills

Leadership

Customer Service

Problem Solving

Strategic Planning

Time Management

Decision Making

Communication

Organization

Analytical

Business Acumen

People Skills

Education

Bachelor's Degree

Job description

Renuity in Vancouver, WA is seeking an on-site Call Center Manager to lead daily operations, set objectives, and empower representatives to expand their knowledge of services.

You will analyze performance data, drive process improvements, and ensure service and quality standards while guiding hiring, coaching, and training across the center.

This role requires strong leadership, excellent communication, and a track record of managing large teams in a call center environment.