Job Description

Grow with us! 1-800 Hansons is a top ranked home improvement company that is continuously growing and expanding. We are currently in 14 states across the country, handling 24 locations and nationwide with Call Centers located in Troy, MI and Virginia Beach, VA.

The Call Center Director will direct the inbound and outbound call center sales teams in both Troy, MI and Virginia Beach, VA. The team works to qualify sales leads and set, confirm, and manage sales appointments across multiple campaigns. This leader will identify and implement tactics focused on optimizing sales leads and maximizing revenue. The Call Center Director will be responsible for personnel related management, such as interviewing, making hiring recommendations, and performance related activities such as performance reviews, scheduling and attendance tracking. The products within 1-800 Hansons’ line of services include roofing, windows, siding and other products the company may offer.

The Call Center Director will need the ability to problem solve, forecast, and think strategically about the best and most efficient way to schedule installation jobs to ensure completion. The ideal candidate will possess strong organizational and communication skills, as well as problem solving skills and a drive to get things done. We are also looking for a candidate who can bring a lot of energy and continue with the company culture we are excited to be a part of.

We Offer:

• $100k/year base salary + bonus potential of $20k-$100k/year (potential to make up to $200k/year)
• Weekly pay via direct deposit every Friday
• Hybrid role (3 days in office and 2 from home)
• Eligible for health benefits at 30 days of employment (medical, dental, vision, life, critical, accident, short-term and long-term disability)
• Eligible for 401k with a company match at 90 days of employment
• Paid time off with unlimited rollover of unused hours
• Employee as well as friends and family discounts on installations

What You’ll Do:

• Own the customer experience - Ensure customers receive exemplary service during every interaction. Think and act in ways that put our customers first, give them seamless options at every touchpoint, and make them promoters of our products and services.
• Oversee day-to-day operations and ensure that customers receive complete, accurate answers to questions in a way that drives on outstanding initial customer experience.
• Be a hands-on leader, manage issues, handle difficult customer inquiries and complaints, and ensure that all work is completed. Strong use of problem-solving skills to deliver results.
• Develop and implement best practices
• Build a culture of continuous improvement, delivering process enhancements to advance KPIs.
• Actively ensure agents are receiving appropriate, effective coaching
• Build and professionally develop Managers and agents.
• Maintain an optimal, full, and efficient staffing model and maximize utilization.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Manage and report key performance indicators, including average speed to answer, abandon rate, service level, close rates, etc.
• Hold daily meetings with staff, individually and as a group to talk about performance towards goals, customer news and needs etc.
• Integrate technology, tools, and theory to improve visibility and KPI monitoring to deliver required weekly and daily reports for senior leadership.
• Manage employee relations issues, including hiring, interviewing, managing & tracking attendance, conducting performance reviews, managing disciplinary issues, and sustaining a positive work environment.
• Develop and maintain training material to effectively onboard new employees.
• Build and maintain an appropriate knowledge-base to drive accurate, credible information to customers.
• Develop and maintain good working relationships with all internal customers, including Sales, Service, Operations, General Managers, and other internal partners.
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

What We Need:

• Bachelor’s degree or the equivalent work experience
• Minimum of five (5) years of professional work experience
• Minimum of three (3) years of prior experience in a call-center role
• Minimum of three (3) years of management/supervisory experience over a team of individuals
• Minimum of two (2) years of prior experience in Sales or Sales leadership role
• Experience with auto-dialers
• Excellent MS Office Suite knowledge
• Must be well organized and detail oriented
• Must have good problem-solving abilities, and be able to make decisions with good judgment that create positive resolutions for both customers and the company

Physical Requirements:

• Must be able to remain in a stationary position for prolonged periods
• Requires the ability to move about inside the office
• Must be able to move items weighing up to 25 pounds
• Must be able to communicate effectively with staff, customers, vendors, and the public
• Constantly operates a computer and other office equipment such as a calculator, copy machine and computer printer

Hours/Schedule:

Full-time, 40 hours per week/52 weeks per year. This Call Center leaders must be available for shifts 7 days a week. Hours are subject to change but are generally 8AM-8PM every day. Due to the cyclical nature of the position, some overtime, including evening and weekend hours, may be required to complete projects under deadlines. Some local and statewide travel may be required.

It is the policy of 1-800-Hansons not to discriminate against age, color, sex, sexual orientation, gender identity, disability, national origin, race, religion, or veteran status.

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