Louisville Metro, KY USA
Full-Time - Contact Center Manager
Job Details
Employment type: Full-Time
Job Category: Sales
Location: Louisville Metro KY, USA
Req ID: 2021-159003

What’s the difference between a job and a meaningful, rewarding career? The people you serve. When you work at Atria, you have a front-row seat to the amazing life stories of the wisest people on earth. What’s more, you are part of an extraordinary company – one that’s investing in the future of senior living by investing in you. Don’t just do a job. Be part of an extraordinary life.

 

Atria is an equal opportunity employer committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, age, national origin, disability, genetic information, veteran status, or any other classification protected by applicable law.  Atria will not tolerate harassment or discrimination based on any of these protected classifications.

Responsibilities

The Contact Center Manager is responsible for providing excellent sales and customer service support through the development and performance management of the contact center team.  Through a focus on measuring results and partnering with the national field sales team this role is a key contributor to the Company’s financial success and overall business goals.

  • Create repeatable processes, procedures, and library of call scripts and tools to ensure consistent execution of team goals.
  • Utilize technology, including, but not limited to:  phone systems, ticketing systems, CRM, Sharepoint, Microsoft Teams, and various internet/intranet tools and software to manage contact center workflow and activities.
  • Responsible for interviewing, hiring, training, developing, and evaluating assigned staff .
  • Monitor all team member activities including scheduling, attendance, paid time off (PTO), training, and unpaid time off.
  • Establish performance criteria for developing staff to meet or exceed individual and business goals.
  • Develop measurements of key metrics in order to communicate performance to various stakeholders and internal team; analyze trends and create appropriate action plans
  • Process daily, weekly, and monthly reports for submission to key stakeholders, departments, and field partners.
  • Acknowledge high team performance through recognition; create motivating team incentive programs.
  • Resolve escalated customer issues.
  • Keep current pulse on the needs of the field sales and operations teams; cultivating and nurturing relationships with community, sales, regional, and district leaders
  • Provide an environment of open communication with all team members, stakeholders, and business partners.
  • May perform other duties as needed and/or assigned.
Qualifications
  • Bachelor’s Degree in Marketing, Business, or Communications preferred.
  • Minimum of six (6) years of experience in an outbound/inbound contact center environment with a focus on telemarketing and tour booking; minimum of four (4) years in a leadership role within a contact center.
  • Familiarity with contact center software systems.
  • Experience developing contact center processes and procedures.
  • Excellent organizational and communication skills.
  • Advanced relationship selling skills and use of successful sales routines.
  • Ability to prioritize multiple tasks and complete with little or no supervision.
  • Strong knowledge of Microsoft Office.
  • Must have or be willing to get a COVID-19 vaccine, subject to legal requirements.
Hiring Step 1
It’s Easy to Apply Online
Select the “Apply Now” button on the job that interests you. Plan on taking 5-10 minutes to complete the application and select “Submit” when done – you’ll receive a confirmation email shortly thereafter. Keep your login and password handy as you’ll need it throughout the hiring process.
Hiring Step 2
Application Review
Every application is given due consideration. If your experience and skills are aligned with the job requirements, we’ll contact you to schedule an interview.
Hiring Step 3
Interviews & Assessments
Your interview will be conducted by phone or in person with an Atria recruiter or hiring manager. This process may include additional interviews, reference checks and skill assessments.
Hiring Step 4
Offer Letter
If you are chosen for the position, an offer will be made by phone and email. The email will include a letter which you’ll sign electronically, return to us and can download for your records.
Hiring Step 5
Post-Offer Hiring Process
You’ll receive all needed forms, instructions and our contact information if you have any follow-up questions. This process may include a background check and/or a drug screen. COVID-19 vaccination is a requirement of all positions – proof of vaccination is required before you can start. We will evaluate potential accommodations for anyone seeking an exemption due to a medical condition or religious belief.
Hiring Step 6
Check-ins from your future team
As turnaround times vary for screening results, we’ll provide any needed updates and let you know what to expect for your first day on the job.
Hiring Step 7
First day and onboarding
Congratulations – we’re excited to have you join our team! Onboarding varies by position, but on your first day at Atria you’ll typically meet coworkers, take a workplace tour and begin any required training.
Job Details
Employment type: Full-Time
Job Category: Sales
Location: Louisville Metro KY, USA
Req ID: 2021-159003

Benefits for Working at Atria Support Center

Competitive Pay

Paid Holidays & PTO

Comprehensive Health Plans

Career Advancement Opportunities

Tuition Reimbursement

Employee Loyalty Rewards Program

Retirement Savings Plan with Employer Match

Rewards & Recognition

Learn more about the many ways Atria celebrates employee achievements and rewards outstanding performance.

Health & Safety

Whether providing protection from flu, COVID-19 or natural disasters, we make safety a priority for both residents and staff.

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