On-Site Call Center Lead (Rockledge, FL)

Company: Angi
Location: Rockledge
Posted on: January 21, 2023

Job Description:

Angi is transforming the home services industry, creating an environment for homeowners, service professionals and employees to feel right at "home." For most home maintenance needs, our platform makes it easier than ever to find a qualified service professional for indoor and outdoor jobs, home renovations (or anything in between!). We are on a mission to become the home for everything home by helping small businesses thrive and providing solutions to financing and booking home jobs with just a few clicks.Over the last 25 years we have opened our doors to a network of over 200K service professionals and helped over 150 million homeowners love where they live. We believe home is the most important place on earth and are embarking on a journey to redefine how people care for their homes. Angi is an amazing place to build your dream career, join us-we cannot wait to welcome you home!About the team:Founded in 2006, Total Home Roofing is one of the largest residential roofing companies in the U.S. with locations in Florida, Texas and Arizona. The Company was acquired by Angi (NASDAQ: ANGI) in June 2021, and operates an independent subsidiary of its publicly traded parent company.Total Home Roofing is looking for a data-driven Head of Call Center with a strong Sales mentality, who can lead a team to deliver on ambitious quantitative targets, while hiring, training and retaining call center talent.Responsibilities:Work onsite where you will oversee team of 15 repsDeliver on daily, weekly and monthly Sales appointment targets for the Retail Field teamDevelop and run relevant reports (conversion, productivity) to continuously improve processes, routing, scripting, staffing etcEstablish Sales mentality by developing appropriate goals, incentives, competitions etcBe a people leader. Invest significant time in hiring, training and retaining top performers. Propose improved staffing models, bonus structures and relevant growth opportunities to retain reps with strongest appointments countsEstablish test & measure mindset by repeatedly trialing new approachesWork closely with:Marketing, to establish feedback loop on lead sources with best close ratesSales, to establish feedback loop on appointment qualityFinance, to update appointment projections and other P&L inputsIT, to improve software suiteExperience & Qualifications:10+ years total work experience, of which at least 5+ years in a Call Center or Inside Sales capacity, and 2+ years as a Call Center leader. Note that Sales experience is valued over customer care experienceProven track record of meeting quantitative targetsProven track record of hiring, training, retaining a team of 10+ reportsProven track record of maintaining high service levels and driving a culture of excellenceStrong analytical skills, with proven track record of building, maintaining and presenting reports & dashboardsA team player who goes the extra mile, has low ego, and enjoys the journeyAt least 3 references who can attest to the above qualificationsRole is based in Brevard County, FL

Keywords: Angi, Melbourne , On-Site Call Center Lead (Rockledge, FL), Other , Rockledge, Florida