Contact Center Manager at DH Pace Company, Inc. in Peachtree Corners, Georgia

Job Description:

As Contact Center Manager with Overhead Door Company of Atlanta (a DH Pace Company), you will experience a company that offers Stability and Growth:

• Leadership position with Purpose where You will make a Difference


• Company-wide Sales over $700 million.


• DH Pace Company has been privately owned over 90 years with 50 locations in 24 States


• Competitive Compensation


• Company provided cell phone and laptop


• Comprehensive Benefits Package

Position Overview:

• Oversee Contact Center activities and employees including hiring, evaluations, and structure.


• Document and monitor quality and compliance with customer service policies and procedures established to operate the call center in an organized, efficient, and profitable manner. Implement the most efficient procedures that are consistent with corporate directives and with the objective of promoting first class customer service.


• Embed yourself in the Contact Center, taking an active role in performing customer service activities involving, but not limited to, inbound/outbound call taking, booking new service and business leads calls.


• Act as a liaison between employees, customers, subcontractors, and operations/management to keep current with all organizational changes and business needs.


• Partner with managers in other departments to promote good communication of changes and updates that will affect the contact center.


• Gain knowledge of other areas of the business, to become a resource for your team.


• Efficiently hire and schedule resources to meet the needs of the business and to ensure cost effective, high quality customer service is maintained.


• Efficiently manage, provide leadership, and develop staff through effective communication, coaching, and training. Review, evaluate, and measure employee performance against company goals and standards and establish targets for improvement when necessary.


• Establish KPI’s for Customer Service representatives and implement consistent reporting on quality performance.


• Utilize company software and proprietary systems to timely generate reports for operations/management’s review of current operation status compared to meeting overall performance objectives. Participate in planning process and establishing goals and objectives.


• Address and resolve all employee concerns/issues in a timely manner.


• Ability to work additional hours as required.


• Other duties may be assigned.

Qualifications:

• Minimum of 5 years of Customer Management experience. Retail Manager or Call Center Manager experience a plus. Bachelor’s degree preferred.


• Proven track record of successfully leading, motivating, and directing a diverse team in a fast-paced environment.


• Strong software aptitude: MS Office with Excel proficiency.


• Ability to think logically, communicate clearly and act diplomatically with customers and all levels of management in the company.


• Ability to self-manage, self-motivate and be accountable for assignments and related deadlines.


• Good driving record/valid driver’s license required.

Our benefit offerings include:

• Competitive compensation


• Medical, dental, and vision options


• 401k retirement plan + match


• Company paid life insurance


• Paid time off plan


• and more!

Successful completion of references, employment verifications, background check, and drug screen required in advance of hire.

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