MGR CONTACT CENTER in Lewisville, TX 75057 at TruGreen

Date Posted: 5/22/2018

Job Snapshot

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"


Position Overview

Manages first line supervisors responsible for managing the day-to-day operations of a team of contact center sales representatives that make inbound and outbound contact with customers.  Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow.  Ensures the volume of work produced meets products/service standard and exceeds quality standards. 


Responsibilities


1.     Develops sales program and strategies ensuring efficiencies, quality of service and customer retention Assigns work, appraises performance, rewards and disciplines associates

2.     Track and maintain accurate performance records by teams, projects, programs, and business lines

3.     Manages sales floor to ensure production and quality assurance improvements, contests, floor communication and performance

4.     Determines process and policy for outbound dialing campaigns

5.     Ensures appropriate scheduling of management and supervisory team Initiates and performs personnel activities concerning hiring, training/development, and evaluation of staff performance.


Education and Experience Requirements

  • Bachelor’s degree and 5+ years of sales experience required, or an equivalent combination of education and experience
  • 1+ year of supervisory/management experience required

Knowledge, Skills, and Abilities

  • Knowledge of call center operations and technology
  • Knowledge of sales techniques and processes
  • Supervisory and leadership skills to delegate assignments and manage performance through coaching and counseling
  • Business and financial acumen
  • Organizational and process management skills
  • Written and verbal communication skills, including delivering presentations
  • Attention to detail and analytical skills
  • Ability to operate independently and collaboratively within a team
  • Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

Physical Demands & Working Conditions


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

  • Sit, stand and walk
  • Use hands and arms to handle, feel or reach
  • Speak and hear
  • Use close vision abilities

Occasionally required to:

  • Lift or move up to 25 lbs.
  • Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.


Noise level

           *Low to moderate

Adverse Conditions

           *Minimal


TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.


We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.


To learn more copy and paste this URL into your browser: www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf


TruGreen performs pre-employment testing.


Disclaimer 
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing.  I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time. 



R8999