Full-Time

Assistant Call Center Manager

Posted on 9/5/2024

Window Nation

Window Nation

201-500 employees

Home improvement specializing in windows and doors

Financial Services
Consumer Goods

Compensation Overview

$65k - $70kAnnually

Mid

Fulton, MD, USA

Work out of our Fulton, MD call center location.

Category
Customer Success & Support
Required Skills
Customer Service
Data Analysis
Requirements
  • 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
  • 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
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.

Window Nation specializes in home improvement by providing replacement windows, doors, and vinyl siding to homeowners. Their products are custom-made to meet the specific needs of each client, ensuring a perfect fit for various budgets and style preferences. The company operates in major U.S. cities and employs professional installers who take precise measurements to guarantee quality installations. Window Nation differentiates itself from competitors by offering a wide selection of products from over 10 brands, along with special financing options and promotions like "Buy 2 Windows, Get 2 Free." Their goal is to enhance energy efficiency, curb appeal, and overall property value for homeowners, while also making the investment in home improvements more accessible.

Company Stage

Acquired

Total Funding

N/A

Headquarters

Fulton, Maryland

Founded

2006

Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for energy-efficient home improvements drives market growth.
  • Expansion into Milwaukee offers new market opportunities and customer base.
  • Partnership with Habitat for Humanity enhances brand reputation and community impact.

What critics are saying

  • Integration challenges from ARMORVUE acquisition may affect operational efficiency.
  • Expansion into new markets could strain resources and lead to inefficiencies.
  • Aggressive promotions might reduce profit margins if not balanced with costs.

What makes Window Nation unique

  • Window Nation offers custom-made windows tailored to specific client needs.
  • The company provides a wide range of products from over 10 different brands.
  • Professional installers ensure precise measurements and installations for product longevity.

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