Job Description

Call Center Manager

About Stronghouse:

Stronghouse is a private equity-backed and high-growth provider of residential, multifamily, and commercial roofing, siding, and windows solutions with a mandate to be the leading consolidator and strongest competitor in the roofing space. Stronghouse’s strategy is to achieve outsized growth both organically and inorganically via completing acquisitions and partnering with great operators in our markets.

Strong on the inside & out. We know nothing is more valuable than what takes place on the inside of a home and the family moments that strengthen bonds. The lived experiences that shape communities. We believe our customers' attention should be on nurturing and enjoying their interests and their families, not on roofs, siding, or windows. Our job is to make sure that never changes.

On-site - Oconomowoc, WI

Compensation and Benefits - $85,000-$90,000 plus opportunity to achieve monthly and/or quarterly performance incentives plus full suite of benefits (health, dental, 401K, etc)

Job Overview:

We are seeking a skilled and results-driven Call Center Manager. This individual will be responsible for the daily operations, staffing, and performance of a call center, ensuring high customer satisfaction and efficient resource management. They will hire, train, and manage call center staff, while also monitoring performance, implementing improvements, and generating reports.

Key Responsibilities:

• Hire, train and manage the broader call center team, engaging directly with the Call Center Team Leads to drive performance and results.
• Develop and implement call center strategy improvements, creating scripts, monitoring calls and ensuring the greatest efficiency of operations.
• Monitor team performance metrics, aggregating on a recurring basis and presenting to leadership. Connect call center data to the sales data and the location level to ensure maximization of the broader opportunity.
• Build direct rapport with digital marketing team, providing qualitative and quantitative feedback on lead performance.
• Conduct effective resource planning to maximize productivity and manage to call center budget.
• Manage relationships with key call center tech stack partners, continuously working to improve relationships and improve tech tools available to the call team.

Qualifications:

• High school diploma or equivalent preferred.
• 5 years + experience in managing call center teams.
• Proven experience in Sales and Customer Service is preferred.
• Strong communication skills and ability to build rapport with people quickly.
• Strong organizational and time management skills.
• Strong attention to detail and accuracy in work.
• Ability to work independently and as part of a team.
• Proficiency in MS Office (Word, Excel, Outlook) and document management software.
• Excellent verbal and written communication skills.

Reasons to Join Organization:

• High-Growth, Dynamic Environment: Be part of a high-growth, acquisitive company where high achievers with ambitious career goals can thrive.
• Innovative Contributions: Take the lead in driving innovation and implement new strategies that enhance your role and the company's success.
• Career Growth: Benefit from numerous internal growth opportunities as the company continues to expand, providing a clear path for career advancement.
• Ambitious Goals: Join a company with aspirations and financial backing to achieve a $1+ billion valuation in the near term, positioning itself as the largest player in its vertical.

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