Assistant Communication Center Manager

The Assistant Communication Center Manager will be responsible for assisting with all facets of management of the Inside Sales Department in Austin, TX.  The Assistant Manager will work along side with the Director of Inside Sales to support and lead the day-to-day operations of call departments; Coach, Workforce Management, Inside Sale Representatives, Digital Team & Customer Support.  The Assistant Manager may be required to step into any role which they support as needed.

Responsibilities

• Partner with the Director of Inside Sales daily to ensure that the Communication Center is running efficiently
• Provide ideas to grow team and improve metrics YOY
• Train, lead, develop, mentor ISR, Coach, and Customer Support roles
• Lead Inside Sales Reps and Coaches hands-on in a positive and productive environment.
• Ensure all telephone and text conversations are delivered by the system
• Provide encouragement, stimulation, energy, reinforcement, recognition for positive performance & efforts and assist with difficult customers
• Provide guidance, verbal & written disciplinary action (per company policy) to anyone exhibiting poor habits, poor attitude, unacceptable results or policy violations.
• Create and maintain a sense of culture within the Communication Center that mirrors Esler Cos. Culture
• Ensure the Communication Center is always working productively and each teammate is focused on their task at hand
• Ensure adherence to all Communication Center Policy & Guidelines
• Other job duties as assigned

Qualifications

• High School Diploma or equivalent preferred
• Minimum 5 years of call center experience
• At least 2 year of experiencing managing 5 or more teammates
• Excellent team relations, empathetic, personable, and communication skills
• Exceptional leadership skills and ability to manage a team
• Ability to lead & train new teammates
• Ability to help teammates grow into leaders
• Ability to work with sense of urgency to complete responsibilities timely
• Must be able to organize and prioritize
• Ability to adapt week and accept/give feedback in a changing environment
• Be data driven; ability to tell a story base on qualitative and quantitative data
• Must be able to work within a team environment across several offices
• Must be able to organize & prioritize
• Ability to find a resolution, deliver difficult feedback and advise management

Benefits

• Medical, Dental, and Vision Insurance
• Teammate Assistance Plan
• Tuition Reimbursement
• 401k with 50% match up to 6% of your annual pay
• Paid Time Off
• Company Paid Holidays
• Paid Volunteer Time
• And more!

Empowered to be Extraordinary. We believe in our people. And that's why we empower you to develop a career path that supports your unique voice and talents. THE ESLER COMPANIES - RENEWAL BY ANDERSEN STORY Renewal by Andersen is the full-service window-replacement division of the over 120-year-old Andersen Corporation, the owner of the most trusted family of window brands in America. RbA was founded to redefine the industry and offer a different—and better—window-replacement experience.  The Esler Companies is the holding company for a fleet of the top RbA “affiliates” in Arizona, Colorado, Greater Nevada, Texas, Oklahoma, Greater Philadelphia, Southern New England, Southern Maine, Northern New Hampshire, and a sales and marketing ‘engine’ in Northborough, Massachusetts. We are a proud equal-opportunity employer.We are committed to fair hiring practices and to creating a welcoming environment for all team members. Esler Companies LLC is committed to maintaining a safe, healthy, and drug-free workplace for all teammates.
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