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 ResponsibilitiesAssist Call Center Manager in day-to-day Call Center operationsEngage and motivate team to meet or exceed performance targetsManage daily activities of Sr Call Center AgentsManage eligibility and performance of remote agentsManage Deal Saver (missed opportunity application)           Manage quality assurance review of Agent calls and communicationsAct as subject-matter expert for Agent questionsAssist with interviewing for team lead rolesReview Call Center reporting to proactively identify operational challenges and implement solutionsChampion Career ProgressionSupport employees, other managers, and call center operations through the completion of ad-hoc tasks and projectsAssist other management team members in identifying trends and establishing call center goalsEnsure staff members achieve desired service levels and take corrective action, as neededResolve escalated Sales Market issues.Update team on lead change requirements and Market specific updates. Basic Qualifications3+ years of Call Center management experience4+ years of customer service experience in a call center, retail or other similar customer facing positionsHigh School Diploma, GED, or equivalentPreferred QualificationsAbility to learn Window Nation’s business model, products, and processes quicklyVOIP system (Five9) proficiency a plusProficiency with CRM systemsExperience with MS Suite (Dynamics experience a plus)Detail-oriented, with the ability to multi-task and follow-up as neededAbility to work well under pressure and make sound decisions quickly in a fluid, fast business environmentProven leadership capabilities to include motivating, performance management and hiring Availability between 8 AM to 10 PM Monday through FridayAvailability to work Saturday or SundayWindow 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.