Director, Call Center Coaching & Performance

Mad City Windows and Baths is seeking a strategic Director, Call Center Coaching & Performance here in Madison, WI! The Director is responsible for executing and leading the call center inside sales team and confirmation team to achieve maximum performance and efficiency by implementing coaching and improving overall performance. This role focuses on implementing, executing, and improving call strategies, implementing best practices, and utilizing data-driven insights to enhance overall agent success and effectiveness. This role will work closely with the VP, Call Center Performance & Strategy, Training and Development, Inside Sales, Confirmation, and Scheduling to improve and sustain Mad City's overall performance results. 

What you’ll do 

• Implement strategies as directed that align with the company's goals and growth initiatives.  

• Spend 60% of your day coaching call center advisors on the inside sales team, outbound team, confirmation team, and rehash team.  

• Monitor live and recorded calls to assess agents' performance against established quality standards and adherence to scripts. 

• Use evaluation tools to score calls on criteria such as call opening, customer interaction, information accuracy, and call closing. 

• Provide detailed feedback to agents on their performance, highlighting both strengths and areas for improvement. 

• Conduct regular one-on-one coaching sessions in partnership with leaders, with agents to address specific performance issues and develop personalized action plans. 

• Use call recordings and evaluation reports to provide concrete examples during coaching sessions. 

• Set clear, achievable goals for agents and track their progress over time. 

• Report plans, and performance improvement results up to Lauren & Nate.  

• Analyze call performance data to identify trends, common issues, and areas for improvement. 

• Generate regular reports on call quality metrics and share insights with the call center manager and other stakeholders. 

• Use data-driven insights to refine training programs and coaching strategies. 

• Organize and facilitate role-playing exercises to help agents practice handling various customer scenarios, including objections and creating a need with a sense of urgency. 

• Use your recorded calls to create realistic call scenarios for training and coaching purposes. 

• Provide immediate feedback and guidance during role-playing sessions to help agents improve their skills. 

• Provide resources and support for agents seeking to improve their skills. 

• Collaborate with the call center leaders, quality assurance team, and other stakeholders to ensure alignment and consistency on goals and strategies. 

• Participate in scheduled team meetings to discuss performance trends, share insights, and plan for upcoming initiatives. 

• Communicate clearly and effectively with agents, providing guidance, support, and motivation. 

• Ensure agents adhere to all company policies and procedures, including call handling, data entry, and customer privacy. 

• Train agents on the proper use of scripts and monitor their adherence. 

• Ensure compliance with Mad City's call quality standards. 

• Provide constructive feedback and coaching to agents based on call quality evaluations. 

• Conduct comprehensive coaching and impromptu covering call scripts, product knowledge, objection handling, transition statements, and overall success techniques.  

• Deliver regular refresher training sessions to outliers, keep agents updated on new products, script behaviors, and processes. 

• Analyze sales, lead, call, and appointment data to identify trends, opportunities, and areas for improvement.  

Scheduling Optimization: 

• Ensure schedule is optimized and full by assigning leads. Success is measured by overall Issue Rate and Schedule utilization and should be meeting and exceeding schedule utilization above 90% for markets established after 2022, and above 95% for markets established before 2022.  

• Look through leads for scheduling, ensure good notes, and optimize scheduling for quality leads in alignment with business initiatives.  

• Ensure effective strategy with lead assignment  

• Ensure we are meeting and exceeding targets for exclusive, shared, website se