Call Center Supervisor
Orlando, FL / Memphis, TN / Jacksonville, FL / Nashville, TN / Atlanta, GA
Call Center – Call Center Supervisor /
Full Time /
Hybrid
Legacy Restoration is the leader in residential home exterior renovation, offering a complete line of roofing, siding, windows, gutters and installation services. Our purpose, built on the foundation of our core values, is to improve the quality of life for our employees and customers through the pursuit of excellence. We offer career advancement, growth and leadership development opportunities. We are active members of the communities we serve through actively giving back and participating in volunteer activities.
A Team Supervisor will assist the Call Center Director with the day-to-day operations of a team of Outbound and Inbound Appointment Setters whose primary responsibilities are to schedule appointments for Service Reps and provide outstanding customer service. This position has an immediate impact on the overall efficiency and profitability of the company.
An Average Day
You will exhibit the Culture of Performance and Core Values through teamwork, integrity, and excellence by regularly applying guiding principles in the decisions and actions based on reason, record, and circumstance. You will meet or exceed KPIs provide admin support to the Call Center leadership team . You will generate daily, weekly and monthly reports that provide key department metrics. You will strive to accomplish team results by communicating job expectations and the application of organizational policies and procedures. Throughout the day you will monitor your staff members according to established standards.
After one year, you will know you were successful if:
- You have built a successful call center team and performing at a high rate of success
- You and your team are meeting or exceeding KPIs
- You have used your communication and training skills to elevate your team
You will need these skills/experience for our Call Center Supervisor position:
- You MUST live within an hours drive of one of our Legacy Restoration or Janney Roofing offices
- 3 + years of remote call center supervisor experience
- 3 or more years of leadership experience with direct reports
- 3 or more years managing a remote workforce OR 2 years of experience in an environment focused on direct-to-consumer sales with superb customer service
- A proven track record of increased production and team performance success
- Must be goal-oriented, tenacious, and self-starter with a keen sense of urgency
- Be comfortable with change, ambiguity, novelty, and complexity
- Strong written and verbal communication skills with keen attention to detail
- Ability to energize and inspire others
- Disciplined, organized and able to work independently and handle multiple tasks simultaneously
- Ability to manage difficult situations and the challenges associated with the creative thinker
- Demonstrated problem-solving skills
- Proficiency in computers including Microsoft Office suite including Word and Excel
Technical Requirements You Must Have
- High-speed internet (minimum of 100 Mbps download speeds)
- Windows 10 or 11 operating system
- I5 computer processor (i7 preferred) with 8GB of ram (12gm preferred)
- Computer or Laptop with a camera and speakers
- USB Headset
- 2nd Monitor
Preferred Skills and Qualifications
- Associates degree
- Outbound call center sales or telemarketing experience
- Experience with LeadPerfection/AccuLynx or other CRM experience
- Background in Home Improvement/Construction Industry
- Excellent computer skills (Microsoft) and CRM
What makes Legacy Restoration LLC a great employer?
- 8 Paid Holidays, ATO and a 4O1K plan with company match,
- Health, Dental, and Vision Insurance
- Paid Paternity Leave
- Flexible work schedule (seven days per week, 9am - 9pm) - Full time
- Team building and volunteering activities throughout the year
- Ongoing training and personal development opportunities
- Significant growth opportunities and potential travel and/or relocation options for those willing as the company expands
$40,000 - $60,000 a year
This position also has Commissions as well.
We take great pride in delivering a 5 Star customer experience, quality workmanship for our customers and upholding anoutstanding work environment for our employees.
The atmosphere at Legacy nurtures a culture of excellence, accountability, professionalism and continued growth and improvement. Giving back to the communities we serve is a vital component of our core values; we frequently volunteer as a group and enjoy team building activities that focus on personal development and bettering the lives of employees, customersand our communities.
