Assistant Call Center Manager @ Window Nation

Salary Range: 65000 to 70000 (Currency: USD) (Pay period: per-year-salary)

One Goal, One Passion - Growth is Everything at Window Nation

Recruiting the best talent is one of Window Nation’s main goals. With growth always being our number one priority, we’re committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.

The Assistant Call Center Manger will report directly to the Call Center Manager and will work out of out of our Fulton, MD call center location. The Assistant Call Cent Manager is responsible for leading and driving success in a multitude of functions including employee development, performance, process improvement and team engagement strategies to satisfy business needs, while meeting department and organization goals.

Core Responsibilities

Assist Call Center Manager in day-to-day Call Center operations
Engage and motivate team to meet or exceed performance targets
Manage daily activities of Sr Call Center Agents
Manage eligibility and performance of remote agents
Manage Deal Saver (missed opportunity application)
Manage quality assurance review of Agent calls and communications
Act as subject-matter expert for Agent questions
Assist with interviewing for team lead roles
Review Call Center reporting to proactively identify operational challenges and implement solutions
Champion Career Progression
Support employees, other managers, and call center operations through the completion of ad-hoc tasks and projects
Assist other management team members in identifying trends and establishing call center goals
Ensure staff members achieve desired service levels and take corrective action, as needed
Resolve escalated Sales Market issues.
Update team on lead change requirements and Market specific updates.

Basic Qualifications

3+ years of Call Center management experience
4+ years of customer service experience in a call center, retail or other similar customer facing positions
High School Diploma, GED, or equivalent

Preferred Qualifications

Ability to learn Window Nation’s business model, products, and processes quickly
VOIP system (Five9) proficiency a plus
Proficiency with CRM systems
Experience with MS Suite (Dynamics experience a plus)
Detail-oriented, with the ability to multi-task and follow-up as needed
Ability to work well under pressure and make sound decisions quickly in a fluid, fast business environment
Proven leadership capabilities to include motivating, performance management and hiring
Availability between 8 AM to 10 PM Monday through Friday
Availability to work Saturday or Sunday

Window Nation cultivates a culture of inclusion that respects our employees’ individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.

Assistant Call Center Manager

Window Nation

Compensation Overview

Core Responsibilities

Basic Qualifications

Preferred Qualifications

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