King Quality Roofing & Siding assembled Long Island’s most reputable, dependable, quality-driven, and award-winning team of roofing, siding, and window contractors. Homeowners trust us over other Long Island contractors for our decades of experience, multiple GAF awards, guaranteed workmanship, and commitment to only the industry’s best products sourced to custom-create any home solution.

JOB SUMMARY

The Contact Center Manager is a key role to helping manage and optimize King Quality's growing customer experience operations. The role will be responsible for recommending and executing sales and customer experience strategies and tactics to improve contact center operations and overall ROI in a multi-site and fast growth company.

The successful candidate will possess strong contact center experience and will have proven themselves in being able to drive change and continuous improvement. Key skills include sales mindset, communication, performance management, strategic thinking, project management, and analytical abilities to be able to drive initiatives that deliver on key operational, financial, and customer KPIs. Key responsibilities will be coaching and building contact center leaders of the future. The ideal candidate will be current on contact center technology solutions with a focus on workforce management, telephony solutions that drive efficiency and have a proven track record of implementing new solutions in a contact center.

Accountabilities and responsibilities:

Provide strong leadership to contact centers and associates
Drive contact center to achieve and exceed key performance indicators including Sales Booking, ASA, AHT, productivity, efficiency, quality, accuracy, customer satisfaction, attendance, retention, staffing utilization, and financial performance.
Champion the culture, including collaborating on new policies, procedures, and training
Provide one-on-one’s, team meetings, training, and coaching that will drive communication, performance, recruiting, and retention
Continuously innovate and develop knowledge and processes within the center to improve the customer experience, employee satisfaction, and corporate performance

Requirements:

Minimum of 4 years contact center manager experience required with a focus on sales-oriented and fast-paced industries
1+ year of Five9 experience (or extremely similar contact center technology)
Proven and demonstrable superior communication, interpersonal, feedback, leadership, performance management, conflict resolution, teamwork, change management, and motivational skills
Excellent knowledge of sales techniques and customer service best practices
Strong mentoring and meeting facilitation skills
Working knowledge of contact center technology including quality management and workforce management
Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity

Preferred:

Bachelor’s degree
2+ years of ServiceTitan experience
2+ years of Five9 experience and Five9 implementation experience

Job Type: Full-time

Pay: $85,000.00 - $105,000.00 per year

Benefits:

401(k) matching
Dental insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance

Ability to Relocate:

Bohemia, NY 11716: Relocate before starting work (Required)

Work Location: In person

King Quality

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