Call Center Manager

Call Center Manager

We are seeking an experienced and dynamic Call Center Manager to oversee our Kingston-basedteam of call center representatives.

At LightFire Partners, we believe every successful campaign begins with a spark of creativity from seasoned professionals who understand the home improvement industry. We fuel our clients with thoughtful, measured marketing that starts with an ember and roars to a flame. Whether it is roofing, HVAC, plumbing, windows, siding, bath, solar, or another home services offering, we are experts at increasing our clients’ sales.

Key Responsibilities:

• Team Leadership: Hire, train, and supervise call center representatives to ensure they provide excellent customer service and meet performance targets.

• Performance Monitoring: Analyze call center metrics, such as call volume, customer satisfaction, and agent performance, to identify areas for improvement and implement necessary changes.

• Process Improvement: Develop and implement standard operating procedures to enhance efficiency and customer satisfaction.

• Resource Management: Prepare work schedules to ensure adequate coverage and manage resources effectively to meet call center objectives.

• Customer Issue Resolution: Handle escalated customer complaints or issues, ensuring prompt and effective resolution.

• Reporting: Prepare and present regular reports on call center performance to upper management, providing insights and recommendations for improvement.

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Qualifications:

• Experience: Minimum of 3-5 years in call center management or a similar role, preferably within the home improvement industry.

• Education: Bachelor’s degree in Business Administration, Management, or a related field is preferred.

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 Skills:

• Strong leadership and team management abilities.

• Excellent communication and interpersonal skills.

• Proficiency in call center software and technology.

• Analytical skills to interpret data and make informed decisions.

• Problem-solving capabilities to address operational challenges.

Compensation:

Competitive salary with performance-based bonuses.

Application Process:

If you meet the qualifications and are interested in this opportunity, please submit your resume and cover letter through our application portal.

Equal Opportunity Employer:

LightFire Partners is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Note: This position requires occasional in-person training sessions and management meetings at our facility in Montego Bay.