Atria Senior Living

Call Center Manager - Atria Senior Living

USA-KY-Louisville Metro
Category
Marketing/Creative/PR
Community Name
Atria Senior Living
Requisition ID
2017-56979

Overview

Atria Senior Living is a leading operator of independent living, assisted living, supportive living, and memory care communities in 190 locations in 27 states and seven Canadian provinces. We are the residence of choice for more than 21,000 seniors, and the workplace of choice for more than 14,600 employees. We create vibrant communities where older adults can thrive and participate, know that their contributions are valued, and enjoy access to opportunities and support that help them continue making a difference in our world. 

 

Atria is an equal opportunity employer.  Atria provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, veteran status, or any other classification protected by applicable law.  Atria also does not condone or tolerate an atmosphere of intimidation or harassment based on these protected classifications.  We require the cooperation of all employees in maintaining a discrimination-free and harassment-free work environment.

Responsibilities

The Call Center Manager is primarily responsible for overseeing the development of a telemarketing call center from the ground up. This individual is responsible for directing agents’ workflow and workload, as well as handling complaints, concerns and questions from customers. He/she ensures the most efficient operations of our call center by thinking on his/her feet, solving problems in the moment, conveying a sense of empathy with our prospective customers, and leading others to do the same.

 

  • Drive performance of the team to meet and/or exceed Company sales goals.
  • Establish call center goals and communicate with associates so every employee understands his or her role. Formulate targets for individuals and teams.
  • Measure performance with key metrics such as call length, call abandonment, calls waiting, tours scheduled, etc.
  • Conduct periodic surveys of current and potential customers to ensure quality control and performance to goals.
  • Hire, onboard, manage, and evaluate call center employees.
  • Optimize/analyze processes and procedures.
  • Keep staff motivated.
  • Anticipate and plan for functional growth.
  • Anticipate escalation and take over calls when needed.
  • Communicate functional needs to supervisor.
  • May perform other duties as needed and/or assigned.

 

Qualifications

  • Bachelor’s degree in Marketing, Business or Communications preferred.
  • Five (5) or more years of experience in telemarketing or an outbound call center environment. Management experience required.
  • Familiarity with telemarketing software systems.
  • Excellent communication, management, interpersonal and leadership skills required.
  • Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
  • Advanced conflict resolution, results-orientation, detail-orientation, judgment, influencing and organizational skills.
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
  • Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
  • Able to learn and navigate new software quickly, with a strong thirst for knowledge.
  • Previous telesales experience a plus, but not required.
  • Proficient in Microsoft Office suite, Acrobat.
  • Able to work overtime as necessary to meet quotas and guide team.

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