Call Center Manager

Job description

We are a fast-growing, specialty building product manufacturer eager to grow our Lead Qualification Team! Right now, with home renovations at an all-time high, we have more leads than ever and need a talented Lead Qualification Manager to assist in the conversion of those inbound leads to sales opportunities for our dynamic Inside Sales team! So, if you are a motivated and energetic individual looking for your next, great opportunity, we want to hear from you.

Position Summary: The Lead Qualification Manager will be responsible for the daily, weekly, and monthly planning and execution of the Lead Qualification team. The Lead Qualification team is responsible for converted inbound web form and phone call leads to our Inside Sales Team.


Primary Job Responsibilities:

  • Manage Lead Qualification Department
    • o Culture
    • o Headcount
    • o Policies
    • o Track attendance and policy adherence

  • Managing & Improving Lead Qualification Processes
    • o Consistent process review and innovating to improve efficiency and performance of the department
    • o Implementing and managing lead nurturing activities
    • o Developing call scripts for the team
  • Set and Track objectives and performance metrics
    • Lead Conversion Percentage
    • Inbound lead response times
  • Coaching and mentoring
    • Listening to call recordings
    • Improvement Plan
    • Goal Setting
  • Ensure Data Integrity in Salesforce CRM Platform
    • Managing Buckets and Lead Flow to conversion
    • Ensure processes with standardized documentation are followed.

Key Competencies

  • Ability to multitask and stay organized
  • Proficient in relevant computer applications and Salesforce
  • Listening Skills
  • Verbal and Written communication skills
  • Attention to detail
  • Ability to stay calm in stressful situations and meet strict quotas
  • Adaptability