Inside Sales Manager

Job Description: We are seeking a Call Center Manager who embodies the "player-coach" mindset. In this role, you will not only manage and mentor a team of call center agents but also take an active role in day-to-day operations. Your hands-on approach will ensure that our call center delivers exceptional service to our customers while continuously striving for improvement. Key Responsibilities: Leadership & Mentorship: Provide day-to-day leadership and coaching to call center agents, fostering a positive and productive work environment. Active Participation: Lead by example by actively participating in call center activities, including taking customer calls, handling inquiries, and resolving issues directly when needed. Operational Oversight: Manage daily call center operations, including scheduling, resource management, and ensuring all processes run smoothly and efficiently. Performance Management: Monitor and analyze key performance indicators (KPIs) such as call handling times, customer satisfaction, and first-call resolution rates. Develop and implement strategies for improvement. Training & Development: Identify training needs and provide ongoing education to ensure the team is equipped with the skills and knowledge to perform at their best. Customer Focus: Handle complex customer issues and escalations, ensuring a high level of customer satisfaction through prompt and effective resolution. Process Improvement: Continuously assess and refine call center processes, leveraging data and feedback to enhance efficiency and customer experience. Collaboration: Work closely with other departments, including sales, marketing, and operations, to ensure a seamless customer experience and alignment with company goals. Reporting & Analysis: Prepare and deliver regular performance reports, highlighting successes, challenges, and opportunities for growth. Qualifications: Proven experience in a call center management or supervisory role, with a demonstrated ability to lead and develop a team. Strong customer service skills and a commitment to delivering a high-quality customer experience. Ability to manage multiple tasks simultaneously while maintaining attention to detail. Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members. Proficiency in call center software and other relevant tools. Ability to thrive in a fast-paced environment and adapt to changing priorities. A hands-on approach with a willingness to engage in the operational aspects of the role. Job Type: Full-time Pay: $65,000.00 - $80,000.00 per year