Call Center Manager

Renuity
Vancouver
Workplace: OnsiteFull timeUSD 92,000 - 94,000 annuallyFunction: Customer Support (Service Desk)Experience: 10+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Problem-solving","Time management","Analytical"]

Oversee day-to-day call center operations, including scheduling, productivity, and service/quality standards for inbound and outbound calls. Establish call center objectives, monitor lead generation performance, and analyze data to drive process and operational improvements. Lead hiring, coaching, and training for call center representatives, and maintain compliance with TCPA and Do Not Call regulations. Develop customer communication scripts and resolve escalated issues across call center teams.

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Renuity
Renuity
1 day ago

Call Center Manager

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Last checked: 3 hours agoStatus: Live

Job Summary

Oversee day-to-day call center operations, including scheduling, productivity, and service/quality standards for inbound and outbound calls. Establish call center objectives, monitor lead generation performance, and analyze data to drive process and operational improvements. Lead hiring, coaching, and training for call center representatives, and maintain compliance with TCPA and Do Not Call regulations. Develop customer communication scripts and resolve escalated issues across call center teams.
Location: Vancouver
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Develop call center day-to-day activities and oversee schedules for all call center employees.
  • •Maximize productivity and meet or exceed service and quality standards for inbound and outbound calls.
  • •Track and report lead generation metrics, and calculate and report monthly commissions and bonuses.
  • •Oversee hiring, coaching, and training; continue coaching and mentoring of staff to maintain standards.
  • •Maintain and improve call center operations by monitoring system performance, identifying/resolving problems, and implementing action plans.

Pay and Benefits

Salary: USD 92,000 - 94,000 annually

Key Requirements

  • •10+ years of call center environment experience and 3+ years of leadership/management experience.
  • •Proven experience in a home improvement call center environment.
  • •Bachelor’s degree in Marketing, Business or Communication preferred (call center experience can substitute).
  • •Ability to lead and manage a large team with strong organizational and multitasking skills.
  • •Must be able to pass a background check and have a valid Driver’s License.
Experience:10+ yearsCall centerHome improvement
Education:Bachelor's in Marketing, Business or Communication
Skills:LeadershipCommunicationProblem-solvingTime managementAnalytical
Licenses:Driver’s License

Company Brief

Renuity
Provides home maintenance, renovation, and property improvement services, connecting homeowners with vetted contractors and managing projects from initial quote through completion.
Industry: Construction Tech
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