Manager of Call Center Operations

Power the Future with us! We are a global leader in high-performance smart energy technology, with over 5000 employees, offices in 34 countries, and millions of products installed in over 133 countries. Our diverse product offering comprises intelligent solar inverters, battery Storage, backup systems, EV charging, and complete home energy management ecosystems. By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive. The Sr. Manager of Call Center Operations will be responsible for overseeing the daily operations of our call center, developing and implementing strategies to improve the customer journey, and utilizing automation to streamline appointment scheduling. This role requires a blend of leadership, strategic thinking, and technical expertise to ensure the efficient and effective management of our call center operations. We are seeking a dynamic and experienced Sr. Manager of Call Center Operations to join our team and lead our efforts in optimizing customer journey processes, leveraging automation, and generating pre-scheduled appointments both with and without call center involvement. Location: Remote Duties and Responsibilities Call Center Management:
* Oversee the daily operations of the call center agency resources, ensuring high levels of customer satisfaction and operational efficiency
* Manage, train, and mentor call center agency resources, fostering a positive and productive work environment.
* Develop and implement call center policies, procedures, and performance standards Customer Journey Optimization:
* Analyze and map out customer journeys to identify pain points and opportunities for improvement.
* Develop and implement strategies to enhance the customer experience at every touchpoint.
* Collaborate with cross-functional teams to ensure a seamless and consistent customer journey.
* Automation Integration:
* Leverage software technologies to streamline appointment scheduling processes.
* Implement solutions to improve call center efficiency and customer interactions.
* Monitor and evaluate the effectiveness of automation tools and make data -driven recommendations for improvements Appointment Scheduling:
* Develop and implement strategies to generate pre-scheduled appointments with and without call center involvement.
* Utilize data analysis and customer insights to optimize appointment scheduling processes.
* Collaborate with marketing and sales teams to align appointment generation efforts with overall business goals Accountability Metrics:
* Track and optimize speed to lead, ensuring prompt follow-up on new leads.
* Monitor and improve lead to appointment conversion rates.
* Manage and report on the number of appointments delivered and cost per appointment.
* Develop strategies to manage multiple external agencies and scale the call center operations as needed Performance Analysis and Reporting:
* Track and analyze call center agency performance metrics, generating regular reports for senior management.
* Identify trends, areas for improvement, and opportunities for growth based on data analysis.
* Present findings and recommendations to stakeholders to drive informed decision-making.
Country:
United States
City:
Remote