TELEMARKETING MANAGER - Compensation: OPEN in Oklahoma City, Oklahoma

Innovative General Contractor (Roofing, Siding, Windows, Car Ports, Gutters)
LOCAL OKLAHOMA CITY ROOFING COMPANY
Hail damage homes
Position: CALL CENTER SHIFT SUPERVISOR (NIGHTS)
Responsibilities include but are not limited to:
Trains, motivates, develops, coaches, and supervises representatives.
Assesses job performance and provides thorough documentation of any personnel issues;
Ensures that the call center runs efficiently and professionally;
Handles customer complaints and concerns when they request to speak with a supervisor;
Assists call center manager with various activities of the telemarketing department and reports any problems in a timely manner;
Maintains an active awareness of each project¡¦s goals and objectives and is responsible for achieving targets;
Presents new hire training classes as needed giving new employees information on the computer system and specific program requirements;
Monitors calls to ensure that the reps are using the approved script and that they handle calls professionally and courteously;
Keeps IT manager advised of each project¡¦s inventory of leads, reporting when addition leads are needed and on other relevant list performance issues;
Produces statistical reports measuring the job performance;
Assists with detailed project reports on a daily, weekly, and monthly basis;
Directs and assists in the operation and cleanliness of the call center, work stations, conference and training rooms, and break areas;
Possess thorough knowledge of telemarketing workstation computer and telephone equipment, Windows 95/98, Excel, Word, and Noble contact management systems after appropriate training;
Performs other duties as assigned.
Qualifications include but are not limited to:
1 year of recent supervisory experience in an outbound call center environment;
Proven track record of reducing turn-over in a call center environment; Proficient in Microsoft Excel, Word, and Power Point;
A minimum of 3 years working in a call center environment;
Ability to maintain a positive attitude in an environment that can be discouraging;
Working knowledge of feedback styles including S.T.A.R.;
Understands how to build confidence and show empathy without removing TSR responsibilities;
Ability to create and maintain processes that enhance the call center efficiency.
Also preferred but not required:
Skill in using Touch Star, Noble, or with a dialer.