The IRBY Group, a locally owned real estate investment firm, has an opening for a Call Center Operations Manager to work in our Mobile, AL based Outbound Engagement Center. We are building a brand new division and searching for the right team member to head it up!
The Call Center Operations Manager will handle all aspects of management of our Outbound Engagement Center, which calls property owners to present them with options to sell their properties. This position will be responsible for all aspects of startup, hiring team members, training, retention of team members and clients, as well as all day to day management.
The Call Center Operations Manager is responsible for ensuring revenue, service, KPI’s and client satisfaction goals are met. The incumbent will also be responsible for managing client relationship on a day-to-day basis. Has overall responsibility for most aspects of call center operations, including but not limited to Manager, Supervisor and Agent performance, outbound dialer management, and development of team members. Will be responsible for all aspects of Account Management and Development for the client’s account and will assist the relationship with the client. This role will have responsibility for client retention and satisfaction.
This position will be directly responsible for 20+ team members as the department is built.
$40,000+ salary DOE plus bonus
Demonstrates leadership abilities with business units using appropriate influencing and consensus building skills to manage expectations and cultivate relationships.
Ensures client KPI’s are met or exceeded.
Inspire, coach, motivate and own all aspects of leading a Team of 10 Inside Sales/Appointment Setters.
Build Team of associates by conducting interviews and making hiring decisions.
Ensure associate productivity, manage performance and provide floor presence and assistance.
Monitor call interactions to improve performance and ensure adherence to company procedures.
Measures, reports and communicates revenue and service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall.
Support Company Mission, Values and standards of ethics and integrity at all times.
Analyze data to identify performance trends and opportunities for continuous improvement.
Work with associates to create meaningful development and talent-mapping plans.
Resolve escalated customer and employee calls and issues in a timely manner.
Educate, motivate, lead, guide, and direct all assigned associates to reach their highest potential both in terms of service metrics and career goals.
Must have proven success record of leading, coaching and mentoring teams to achieve company objectives and productivity goals.
Must have Leadership experience; Outbound Call Center experience is a Must!
Ability to work independently and in a Team environment to accomplish a common goal
Must be able to effectively communicate; strong listening, verbal and written skills.
Demonstrated strong analytical, interpersonal and presentation skills.
Ability to handle multiple tasks and requests while driving results in core job functions.
Ability to facilitate change within the organization in a positive manner.
Proven ability to drive results in a fast-paced environment.
Enjoys a start-up mentality in a high-energy work environment
Strong multi-tasker with the ability to execute under pressure.
Extremely perceptive individual, capable of relating to individuals at all levels.
Strong people-development, coaching and conflict-resolution skills.
Strong interviewing, staffing, and hiring skills.
Professional acumen to interact with and handle escalations from internal and external customers.
Strong time management and organization skills.
Flexibility to work as business needs dictate.
The IRBY Group is a Mobile, AL, family-owned real estate investment firm that invests in hundreds of houses and commercial properties every year. We are growing rapidly firm dedicated to making our surrounding communities a better place! We own and operate several, very successful real estate related businesses.
We love to see, and are sincerely committed to, the success of our team members! We hope you will come join our seriously fun, and growing team!