Sun Prairie, Wisconsin, United States · On-site
$70k–$75k/yr
Every great customer experience starts with a great team. As our Call Center Manager, you'll lead and support the frontline professionals who serve as the voice of our company. You'll play a key role in developing talent…
Skills: Training Facilitation, Curriculum Management, Coaching & Development, Organizational Skills, Communication
Sun Prairie, Wisconsin, United States · On-site
$35/hr–$48/hr
Ready to spark your career? We’re looking for skilled Electricians who bring energy, precision, and pride to every job. If you love solving problems, working with your hands, and keeping things running smoothly &md…
Skills: Residential Electrical Installation, Fixture Replacement, Device Replacement, Ceiling Fan Installation, Lighting Installation
Sun Prairie, Wisconsin, United States • On-site
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The Call Center Manager oversees call center employees, managing daily performance, staffing, and the resolution of escalated customer complaints. They are responsible for developing call scripts, implementing AI-enabled tools, and conducting performance reviews to enhance the customer experience.
Candidates must have experience in customer service and a high school diploma or equivalent, with 5 years of management experience preferred. Strong leadership, organizational, and communication skills are required to drive team goals in a fast-paced environment.
Every great customer experience starts with a great team. As our Call Center Manager, you'll lead and support the frontline professionals who serve as the voice of our company. You'll play a key role in developing talent, improving processes, and ensuring every customer receives the exceptional service they deserve.
If you're passionate about leadership, customer satisfaction, and continuous improvement, this opportunity is for you.
BENEFITS
RESPONSIBILITIES
Interview, hire, and onboard call center team as required to meet company standards and expectations
Ensures appropriate staffing needs for the call center to match the business demands and service expectations, including defined leadership support across all shifts
Generate an inbound and outbound call schedule to meet required call counts
Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls
Develop and update call scripts and customer strategies to improve performance and customer satisfaction
Track and report employees’ daily performance and productivity
Assume the responsibility of “filling the board” and ignite excitement in the team to “get the board full”
Handle escalated customer calls; answer questions and recommend services to address customer needs and complaints
Lead the evaluation and implementation of AI-enabled tools and digital solutions to improve call handling efficiency, forecasting accuracy, and customer experience
Conduct biweekly 1:1 with each direct report
Review and approve timecards
Conducts performance reviews, disciplinary actions, and professional improvement plans
Perform other duties as assigned
OUR CORE VALUES
EQUAL OPPORTUNITY EMPLOYMENT STATEMENT
Cardinal is an Equal Opportunity Employer (EOE) and is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, protected veteran status, or any other personal characteristic protected by Federal, State, or Local Laws.
Since 1984, Cardinal Heating & Air Conditioning has provided the Sun Prairie, WI and surrounding areas with exceptional heating, air conditioning, plumbing, and electrical services. We’ve been voted Best of Sun Prairie in heating and cooling for the last 7 years, Best of Madison in Heating & Cooling and Plumbing two years in a row, and Angi’s Super Service Award 2017 to 2022! Our technicians are trained to: • Respect for you, your home, and your time • Listen to and understand your situation that is unique to you • Help you understand what options are available to you • Present you with a price before any work begins • Happily perform the work you choose Our technicians are: • Licensed, certified, bonded and insured • Proficient and technically competent • Back-ground checked and drug-tested • Continually in training to be up-to-date on the latest industry standards and safety codes • Trustworthy in your home and around your family Call today to schedule your next appointment!
Offices: 3361 Brooks Dr, Sun Prairie, Wisconsin 53590, US
Since 1984, Cardinal Heating & Air Conditioning has provided the Sun Prairie, WI and surrounding areas with exceptional heating, air conditioning, plumbing, and electrical services. We’ve been voted Best of Sun Prairie in heating and cooling for the last 7 years, Best of Madison in Heating & Cooling and Plumbing two years in a row, and Angi’s Super Service Award 2017 to 2022! Our technicians are trained to: • Respect for you, your home, and your time • Listen to and understand your situation that is unique to you • Help you understand what options are available to you • Present you with a price before any work begins • Happily perform the work you choose Our technicians are: • Licensed, certified, bonded and insured • Proficient and technically competent • Back-ground checked and drug-tested • Continually in training to be up-to-date on the latest industry standards and safety codes • Trustworthy in your home and around your family Call today to schedule your next appointment!
Offices: 3361 Brooks Dr, Sun Prairie, Wisconsin 53590, US
