Area Call Center Manager at DH Pace Company, Inc. in Denver, Colorado

Job Description:

DH Pace Company, Inc. in Denver, Colorado is aspiring to hire an Area Call Center Manager to oversee call center operations, drive efficiency, and ensure exceptional customer service in our local market area. This role offers the opportunity to lead a high-performing team, implement innovative solutions, and play a key role in achieving corporate goals.

Job Responsibilities:

• Oversee all call center activities, including inbound/outbound calls and call routing.


• Develop and implement solutions to improve service, efficiency, and productivity within the call center.


• Act as a liaison between customers, employees, subcontractors, and management to ensure seamless communication.


• Manage staffing levels, hire, train, and schedule employees to maximize operational efficiency and morale.


• Collaborate with IT and operations teams to improve software systems, including telephony, ERP/CRM, and reporting tools.


• Monitor call center performance and implement corrective actions to meet company goals and performance objectives.


• Lead, coach, and develop your team to foster success and growth opportunities.


• Address employee concerns and ensure compliance with all company policies and safety standards.


• Manage reports, track performance, and continuously drive improvements.


• Other duties as assigned

Qualifications:

• Bachelor’s degree preferred.


• Minimum of 3 years of customer care/call center experience.


• 2 years of management experience.


• Strong proficiency in MS Office, telephony systems, and ERP/CRM software.


• Excellent communication, time management, and conflict resolution skills.


• Ability to thrive in a fast-paced, dynamic environment with the flexibility to work overtime, weekends, and travel extensively.

Why DH Pace?

DH Pace Company is a distribution, construction and service organization offering a complete range of door and door related products and commercial security products. The company is privately owned and has been in operation over 95 years!  We have 50+ US offices in 24 states with 2023 company-wide sales of $1 billion

Our benefit offerings include:

• Medical, dental, and vision options: Available on the 1st day of the month following your start date!


• Paid time off plan: 13 days accrued annually during your 1st year; 16 days accrued during your 2nd year


• Paid Holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Da


• Floating Holidays: Up to 2 floating holidays per yea


• Competitive compensation: Including annual performance evaluations


• 401k retirement plan: Including an employer match


• Company paid: Life insurance, short-term disability, & long-term disabilit


• and more!

Pay Rate: from $55,000 annually dependent on experience and qualifications

Successful completion of references, employment verifications, background check, and drug screen required in advance of hire.

DH Pace Company, Inc. does not accept unsolicited resumes from search firms or agencies.  Any resume submitted to any employee of DH Pace Company, Inc. without a prior written search agreement will be considered unsolicited and the property of DH Pace Company, Inc.  Please, no phone calls or emails.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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