Call Center Operations Lead

Overview

Parker and Sons is looking for a Call Center Operations Lead! This person will work at our in-office call center delivering stellar customer service. The operations lead be responsible for performing various supervisory tasks such as training, call reports, and miscellaneous office assignments. Prior team lead/supervisor call center experinece is preferred. HVAC/plumbing industry experience highly desirable. Bilingual English-Spanish is a plus!

What's In It For Me?

• Competitive Pay! $25 per hour  plus commission... averaging $45-60k per year!
• Dedicated on-going training, support, and career growth! We focus on continued education through hands-on classroom & on-the-job trainings, one on one's, and small group trainings
• Paid Time Off, Sick Time, 6 Paid Holidays per year, PLUS get paid to take your birthday off! That's right! Take some time off with your family throughout the year, you deserve it!
• Generous benefits package including Health, Vision, and Dental plans for you and your family to choose from, plus Company Paid Life Insurance, Short-Term and Long-Term Disability and so much more
• 401K Retirement Plan with company match! Start contributing right away
• Special Program Options: FSA, Free Employee Assistance Program, Legal Services, and Identity Theft Protection
• Business Casual Environment! We wear jeans around the office!

We strive to keep our employees happy and working consistently, built from providing 37+ years of superior service and strong leadership! And we like to have fun! We throw employee appreciation events throughout the year like parking lot BBQ's, catering/food trucks, snow cone days, big prize giveaways, employee recognition awards, and more! 

Responsibilities

What Will I Do?

• Workforce

  • Manages the incoming call volume throughout the day, adjusting staffing levels as needed to meet demand.
  • Ensures agents are using the proper statuses, pulling call takers back to inbound, when necessary, from statuses such as paperwork or outbound.
  • Provides daily Agent Status reports detailing the amount of time each agent spent in each status to confirm they were active on the phones.
  • Generates end-of-day Agent Status reports, highlighting any outliers for leadership to address potential disciplinary action if needed.

  Daily Reporting

  • Call statistics for the previous day.
  • Hourly updates on CCRs' call metrics and production throughout the day.
  • Job counts for all trades in PHX and TUS.
  • Breakdown of the previous day’s opportunity performance versus set goals.
  • Roll-over report—tracks calls rolled to the answering service and minutes used.
  • Spiff promotions and payout tracking for the team.
  • Contest updates
  • Validates CCR opportunities, ensuring the correct campaign was used and adjusts if necessary.
  • Power Dialer outbound calls and booked production, with hourly updates on campaign progress and job bookings.

  Weekly/Bi-Weekly Reporting

  • Renewal status—tracks the production of outbound calls for renewals.
  • Auto Dialer campaigns—ensures all settings and customer data are loaded accurately according to Wrench specifications.
  • Marketing lists—provides customer lists to marketing for HVAC PFP, Plumbing, and Electrical campaigns.
  • Call Center Monthly Metrics—end-of-month reporting on CCRs’ metrics, including detailed analysis of whether each employee met monthly qualifications.
  • Inbound call report—tracks members vs. non-members, identifying areas for improvement in membership sales.

Qualifications

Do I Have What it Takes?

• 5+ years customer service experience, ideally in a call center setting
• 2+ years call center supervisory experience
• Strong leadership & training skills
• Highly motivated self-starter
• Basic computer proficiency, particularly with Microsoft applications (Outlook, Word, Excel, & Teams)
• Experience with Service Titan software is a plus
• Must be fluent in reading, writing, and speaking English; Bilingual English-Spanish us a plus!
• Must be able to sit for long periods of time
• Must be able to pass a pre-employmeny background check & drug screen

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.