Contact Center Scheduling Manager jobs in Washington

About RROC

At RROC, we are a family owned and operated home improvement company offering residential Roofing, Siding and Window solutions to Washington homeowners. RROC stands for Results Regardless of Circumstance, and it is our mission to provide a better way to home improvement, positively change the home improvement industry, and we strive to grow through the success of others.

About the Role

We are looking for a skilled Contact Center Manager to build out and lead our new contact center in Olympia to support our three Washington offices (Olympia, Vancouver and Spokane). The Contact Center Team Leader is not afraid to roll up their sleeves and put in work with the team. They will supervise daily operations and personnel, delivering maximum results.

An excellent Contact Center Manager must be highly motivated, results-driven, reliable, with a “Get it done” mentality. They must thrive in a fast paced, high energy and high expectations environment, always keeping leadership at the forefront of how they operate. Their goal is to do everything possible to attain/exceed goals and achieve great results.

Responsibilities

• Develop/implement systems and processes
• Hire, train, coach and develop contact center personnel to maintain high performance standards
• Develop objectives for the call center’s day-to-day activities and performance metrics
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) and ensure delivery
• Collect and analyze call-center statistics (sales rates, costs, lead generation & customer service metrics, etc.)
• Analyze performance data and prepare reports for upper management
• Lead team meetings
• Develop monthly, quarterly and annual contact center goals and action plans
• Prepare work schedules to ensure sufficient coverage
• Create personnel and supply budgets for approval

What You Bring

• 2 years experience as a contact center manager or similar
• Strong leadership and teamwork focus, with a passion for continual personal development
• Positive mindset, highly motivated, resourceful, agile and extremely collaborative
• Ability to inspire high performance, with a track record of success measurable in metrics form
• Experience implementing performance metrics and compensation plans
• Skilled with performance evaluation and course correction
• Technologically adept, with experience using call center equipment/software programs (Lead Perfection experience preferred)
• Outstanding communication and interpersonal skills
• Highly results driven

Contact directly at careers@rrocexteriors.com

Job Type: Full-time

Pay: $100,000.00 - $144,000.00 per year

Benefits:

• Employee discount
• Health insurance
• Paid time off

Schedule:

• Monday to Friday
• Weekends as needed

Experience:

• Call center management: 2 years (Required)
• Microsoft Office: 5 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Preferred)

Work Location: In person