Call Center Manager
At Cardinal, we pride ourselves on offering the best solutions and service to meet our customers' needs, all while fostering a supportive and collaborative work environment. We believe in investing in our employees – providing ongoing training and development opportunities to cultivate the best talent and technical expertise in every market we serve.
In addition to a competitive salary and benefits package, we offer:
A culture that values effort and rewards results
Health, dental, and vision insurance with low employee contributions
Paid vacation and six paid holidays each year
401(k) retirement savings options with 100% company match up to 4%
Affordable supplemental insurance offerings including accident, life, and disability
Weekly pay
If you are passionate about helping people improve their homes, have a strong work ethic, and enjoy working both independently and as part of a team, we encourage you to apply. Please note that this role may require working in diverse and potentially uncomfortable indoor and outdoor environments.
JOB SUMMARY
The Call Center Manager oversees and assists customer call center employees in the performance of their job duties, such as responding to customer inquiries and resolving complaints or issues. The Call Center Manager creates an environment that enhances customer experience and engages customers in order to facilitate organic growth.
REPORTS TO
Director of Customer Experience
DUTIES & RESPONSIBILITIES
Consistently exhibits Cardinal’s Core Values
Lead, manage, and hold the team accountable
Interview, hire, and onboard call center team as required to meet company standards and expectations
Ensures appropriate staffing needs for the call center to match the business demands and service expectations, including defined leadership support across all shifts
Generate an inbound and outbound call schedule to meet required call counts
Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls
Develop and update call scripts and customer strategies to improve performance and customer satisfaction
Track and report employees’ daily performance and productivity
Assume the responsibility of “filling the board” and ignite excitement in the team to “get the board full”
Handle escalated customer calls; answer questions and recommend services to address customer needs and complaints
Lead the evaluation and implementation of AI-enabled tools and digital solutions to improve call handling efficiency, forecasting accuracy, and customer experience
Conduct biweekly 1:1 with each direct report
Review and approve timecards
Conducts performance reviews, disciplinary actions, and professional improvement plans
Perform other duties as assigned
COMPETENCIES FOR SUCCESS
Training Facilitation
Curriculum Management
Coaching & Development
Organizational Skills
Communication & Interpersonal Skills
Technical Aptitude
Attention to Detail
Collaboration
Problem Solving
Adaptability
REQUIRED SKILLS & ABILITIES
Ability to inspire and lead others to attain company and department goals
Enthusiasm and a “fill the board” attitude
Highly organized with exceptional follow-through abilities
Strong verbal and written communication
Quick, sound decision-making abilities
Comfortable with public speaking and presenting information
Ability to build trust and demonstrate empathy
Excel in a fast-paced, goal-driven environment
Exhibit an in-depth knowledge and understanding of the specific trade
EDUCATION & EXPERIENCE
Experience in customer service is required
5 years of management experience preferred
High school diploma or equivalent
PHYSICAL DEMANDS
Prolonged periods of sitting at a desk and working on a computer
Must be able to lift 20 pounds at a time
WORK ENVIRONMENT & CONDITIONS
Office environment.
WORK SCHEDULE
Monday – Friday; 6:30am – 4:pm; flexible based on needs of the department
REMOTE WORK ELIGIBILITY
Not Eligible
TRAVEL REQUIREMENT
None
EQUAL OPPORTUNITY EMPLOYMENT STATEMENT
Cardinal is an Equal Opportunity Employer (EOE) and is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, protected veteran status, or any other personal characteristic protected by Federal, State, or Local Laws.