Call Center Manager

Plumbing Careers at Benjamin Franklin Plumbing® Do you value professionalism and punctuality? Do you want to work with the best professionals in the plumbing industry? Then you could be a candidate for Benjamin Franklin Plumbing! If you are an individual who values a rewarding career and would like your customers to be genuinely satisfied, you may be a match for our team.
JOB SUMMARY The Call Center Manager is responsible for the overall success of leading the inbound acquisition to achieve the targeted run rate of calls with exceptional levels of service.
Responsibilities include planning, organizing, directing, coordinating, and controlling Client Care Representatives activities and functions to achieve revenue goals and objectives while maintaining a strong customer focus, leveraging the brand, in a rapidly changing and highly competitive business environment.
JOB DUTIES First response for customer concerns Check-in and verify “ready to work” status for all CSRs Review overnight calls Schedule/book calls (CSR) Return customer phone calls as required Update 3-Day Call Board and variances (Schedule availability) Review prior day call totals Statistics Total inbound calls Abandoned rate % and number and day of time Total booked calls Total opportunity calls vs.
booked calls for CSR conversion rate.
Act on variances from prior day Home advisor, Google Local (Manage programs) Technology problem (Service Titan / Nextiva) Training opportunity Staffing/availability issue Coordinate and meet with Customer relations manager regarding non-booked calls and problem calls Identify reasons for non-booked calls / Save opportunities Provide feedback to CSRs Hold scheduled 1:1’s with staff/ Coaching for Improvement Review and act on all customer concerns Prepare customer concern log for weekly management meeting Make sure Daily Call Board (schedule) is updated in “real-time” with each booked call Organize and Attend daily huddle Determine actions needed to hit day/tomorrow’s goal Develop action plans to hit daily call goal Outbound as necessary to hit goal Time Card Reconciliation Company Bonus Reconciliation PO Reconciliation MINIMUM REQUIREMENTS High school diploma or equivalent required Above-average verbal and telephone communication skills are essential Must have good computer software skills Prior customer service experience preferred Each franchise location is independently owned and operated by a franchisee.
Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee.
The franchisee sets their own compensation and benefits.
All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate.