LeafGuard of Great Day Improvements is a company based in New Brunswick, New Jersey. The LeafGuard® Brand gutter, is a patented one-piece leaf and debris shedding gutter system. The LeafGuard® Brand system revolutionized the industry, by providing a one-piece system for residential and light commercial applications, with a lifetime, clog-free guarantee, and a Limited Lifetime Warranty on its ScratchGuard® paint finish.
What You Will Be Doing:
- Manage both in-house and third-party call center relationships.
- Oversee call center options for a dynamic business that is focused on high volume lead conversion and exceptional customer service.
- A dynamic leader who can motivate and inspire a team of sales and customer service employees.
- Spearhead the team to initiate outbound and inbound calls to support marketing initiatives to generate sales leads.
- Overseeing metrics for marketing source, conversion rates to determine root causes daily in a fast-paced environment while being present at the call center.
- Guide a team who manages inbound calls through multiple lead generation channels in a demanding environment.
- Partnering with the field sales team to identify ways to improve booked leads to sales conversation.
- Proactively watch performance of the call center to make adjustments in real time.
- Lead sales enablement efforts by identifying tools, processes and training efforts that will increase lead conversation.
- Highly analytically focused, with an ability to look at large amounts of data and identify real time areas of focus.
- Successfully manage the team to key performance indicators including customer satisfaction, efficiency, staffing utilization, agent retention, employee satisfaction, and financial performance.
- Champion change within the call center includes offering innovative ideas and continuously developing knowledge and processes within the customer care center to improve the customer experience, employee satisfaction, and corporate performance.
- Create a call center methodology that focuses on overcoming objections from potential customers via phone and email with a focus on revenue and quality customer satisfaction.
- Develop short and long-term Call Center metrics that incorporate enhanced first point of contact resolutions and seamless service processes.
- Gain insights from data by developing reports, metrics, and KPIs. Lead improvement initiatives to ensure goals are met.
- Provide guidance and roadmap to transitioning from legacy implementation approaches to more outcomes driven approaches including leadership and coaching.
- Provide presentations and demonstrations of solutions to internal stakeholders.
- Drive delivery of operational performance and service standards against pre-defined Service Level Agreements and Key performance Indicators on a consistent basis
- Coordinate analytic, strategic, and technical resources to meet call center expectations and ensure customer satisfaction.
What you need for this role:
- Minimum of eight (8) years of Call Center Operations experience.
- Minimum of five (5) years of proven management experience with direct reports, preferably in the home improvement industry.
- Bachelor’s degree preferred.
- Functional knowledge of call center technology and systems, process flow, telephony, CRM tools, technology, and all processes within a call center environment.
- Ability to create and interpret analytical data and lead corrective actions as required.
- Ability to identify concerns or patterns and effectively problem- solve while driving for excellence.
- Strong and affective leadership, mentoring and coaching skills with the ability to motivate and develop employees to support their engagement, growth, and goal achievement.
- Excellent verbal and written communication skills.
- Exceptional interpersonal, Customer service, problem solving and conflict resolution skills.
- Ability to effectively communicate and collaborate to influence performance.
- Flexible schedule to work a variety of shifts, including nights, weekends, holidays, and overtime.
