Call Center Manager

Date: Aug 12, 2019

Location: Orlando, FL, US, 32789

Company: Holiday Retirement

Working for Holiday Retirement

Holiday Retirement helps older people live better, and we accomplish this by following these principles:

  • Older people are vibrant and deserve the best experience.
  • We promote independence and create choice to do your thing.
  • We appreciate and respect our residents, families, associates, and guests.
  • We believe in life-long learning, growth, and staying connected.

If you have a passion for making a difference in the lives of older people, we’d love to talk to you.

In the role of Call Center Manager, you will be responsible for providing excellent sales and customer service support through the development and performance management of your call center team. Through a focus on measuring results and partnering with the national field sales team you will be a key contributor to Holiday’s financial success and overall business goals.

Call Center Manager:
  • Create repeatable processes, procedures, and library of call scripts and tools to ensure consistent execution of team goals.
  • Utilize technology, including, but not limited to: phone systems, ticketing systems, CRM, Sharepoint, Microsoft Teams, and various internet/intranet tools and software to manage call center workflow and activities.
  • Lead the interview, selection, and hiring processes to approved staffing level.
  • Train and onboard new call center agents as required to meet team goals.
  • Perform supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promotion, demotion, and termination; providing daily feedback; conducting performance appraisals; and coaching and developing associates.
  • Monitor all team member activities including scheduling, attendance, paid time off (PTO), training, and unpaid time off.
  • Establish performance criteria for developing associates to meet or exceed individual and business goals.
  • Develop measurements of key metrics in order to communicate performance to various stakeholders and internal team; analyze trends and create appropriate action plans.
  • Process daily, weekly, and monthly reports for submission to key stakeholders, departments, and field partners.
  • Acknowledge high team performance through recognition; creating motivating team incentive programs.
  • Resolve escalated customer issues.
  • Keep current pulse on the needs of the field sales and operations teams; cultivating and nurturing relationships with community, sales, regional, and district leaders.
  • Provide an environment of open communication with all team members, stakeholders, and business partners.
  • Other duties as assigned.

  • Bachelor’s Degree in Marketing, Business, or Communications preferred.
  • Minimum of 6 years of experience in an outbound/inbound call center environment with a focus on telemarketing and tour booking; minimum of 4 years in a leadership role within a call center.
  • Familiarity with call center software systems.
  • Experience developing call center processes and procedures.
  • Excellent organizational and communication skills.
  • Advanced relationship selling skills and use of successful sales routines.
  • Ability to prioritize multiple tasks and complete with little or no supervision.
  • Strong knowledge of Microsoft Office.

Holiday Retirement is an Equal Opportunity Employer and is committed to employing a diverse workforce.  All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law. 

Req ID: 68732 

Nearest Major Market: Orlando

Job Segment: Call Center, Developer, Field Sales, Marketing Manager, Customer Service, Sales, Technology, Marketing