Call Center Manager at G.F. Bowman Inc in Cleona, Pennsylvania

Job Description:

Grow your team
Manage Customer Service Representatives and Dispatchers.
Train your team on scripts for in and outbound calls.
Your success path

Generate an inbound and outbound call schedule to boost sold hours.
Supervise and train staff on how to convert calls into booked service appointments.
Manage dispatch to ensure the right technicians are matched to every job utilizing DispatchPro.
Author and refine call scripts so they are clear, compelling and result in higher booking percentage.
Get potential customers excited about the company and encourage them to spread the word.
Conduct weekly dispatcher training to boost booked calls and ensure quick, accurate dispatch of incoming calls.
Conduct weekly customer service training to boost booked calls.
Become an expert of your market, know the customer's needs and how best to engage them.
Monitor performance of staff, review recorded calls, and advise them on how to promote sales.
Adhere to the company's plan for resolving customer complaints quickly and favorably.
Show employees how their individual contributions matter to the company's success.
Coach employees on how to build trust and demonstrate empathy with customers.
Ensure sufficient staffing to match the business demand and seasonal spikes
Communicate regularly throughout the day with team and adjust to meet goals
Track upcoming weather conditions and adjust goals accordingly
Perform weekly 1-1's with your team members
Perform cube side training and cube side reviews with your team weekly
Energize your team to pursue goals with aggressive determination
Have team perform happy calls after the technician completes job
Ensure dispatchers give customer updates throughout the day
Hold daily huddles to communicate to your team the daily goals and any changes to plans