Are you right for PGC?
Our PGC staff are remarkable individuals with a passion to learn, grow, and impact others. Here are a few questions to ask yourself to see if you’re a fit:
- Do you align with our mission?
- Do you have a desire to inspire and positively impact others?
- Are you coachable, receptive to feedback, and eager to learn?
- Do you want to be part of something bigger than yourself?
- Do you consistently look to do more than your share?
- Are you saying “yes, this is me!”… that’s a good start
About the Position
As our Call Center Manager, you will be responsible to ensure PGC provides a world-class experience for each parent, coach, or player who contacts PGC via phone, email or live chat. You will be responsible to train, monitor, manage and coach a team of 5-10 call center associates ensuring department and company KPIs are met. This is a fully remote position.
Job Requirements
- Be available to manage flexible shifts/hours throughout the week and during peak seasons, which may include weekends. Sales calls are generally made between Mondays-Thursdays, 2pm-11pm CST, Saturdays 10am-2pm CST, and Sundays 4pm-9pm CST.
- Be able to work independently from a remote, home office in a quiet workspace with minimal noise and distractions.
- Have access to a personal computer and secure, reliable internet services.
Role & Responsibilities
- Provide inspirational leadership, coaching and team management.
- Teach, train, and empower associates to excel in their role.
- Inspect, evaluate, and enhance systems, processes, and performance of the department.
- Listen to inbound and outbound calls from the team and provide weekly coaching and feedback.
- Prepare work schedules to ensure sufficient coverage.
- Monitor call, email and live chat volume daily and leverage historical data to schedule staff members accordingly.
- Answer inbound calls, emails and chats as needed to stay connected to the customer.
- Resolve escalated customer issues and complaints.
- Analyze call center data and provide weekly, monthly and quarterly updates.
- Stay current and up-to-date on industry best practices with call center technology and remote call center training.
- Work collaboratively with the Call Center Sales Manager to capitalize on incoming calls and live chats to increase sales conversions.
- Other responsibilities as assigned.
Preferred Qualifications
- Call center or customer service experience with a focus on outbound sales
- Team/Department management experience
- Experience in a fast-paced, high intensity environment
Core Competencies
- Ability to review and interpret call, email and chat data that leads to productive action.
- Knowledge in call center CRM and phone management solutions.
- Strong written and verbal skills that set the standard for excellence, create clarity and model the PGC culture.
- Ability to produce significant output with minimal wasted effort.
- Ability to plan, organize, schedule, and budget in an efficient, productive manner.
- Demonstrates ability to quickly and proficiently understand and absorb new information.
- Acts without being told what to do and asks questions for clarity, seeking to understand.
- Sets the standard and demonstrates what “WOW” service looks like to the team.
- Exhibits a pleasant, patient, and friendly disposition.
- Adjusts quickly to changing priorities and conditions; copes effectively with complexity.
- Maintains stable performance when under heavy pressure or stress.
- Displays an ongoing commitment to learning and self-improvement, with particular emphasis on developmental areas that are job and/or organization-relevant.
- Ability to coach others through powerful, insightful questions.
- Ability to communicate feedback and coaching in a positive, life giving, and firm way.
- Reaches out to peers and cooperates with supervisors and co-workers to establish an overall collaborative working relationship.
- Pays ridiculous attention to details.