Who We Are:

Nexa is part of the EverService family of companies, which focus on providing end-to-end, integrated solutions for the Home Services and Medical/Healthcare verticals. We provide marketing, website development, call answering, scheduling, technical support to over 5,000 clients across the United States and Canada. We have over 1,000 employees across 26 states with bilingual capabilities in Mexico and a new state of the art facility in Belize.

What We Do:

At Nexa, we’re the frontline brand ambassadors, empowering the success of our clients’ businesses. Our solutions include phone answering, live chat, text, message taking, lead generating, lead qualification, web lead response, and email services. Our values are part of everything we do:

• Integrity - Always doing the right thing, even when nobody is watching.
• Diversity - Celebrating our commitment to diversity and inclusion.
• Obsession - with the growth and success of our employees and our clients.
• Accountability - If it’s meant to be it’s up to me.
• Teamwork - Together, we win!

Role Summary:

Reporting to the Director of Operations, the Team Manager will act as a hands-on player/coach supporting a team of Agents while also managing appointment setting for clients in the home services vertical. This position will be responsible for overseeing inbound and outbound call production, conversion and achieving other various KPIs, managing call efforts through dialers and manual dialing attempts; providing process specific feedback and coaching to each team member to improve performance of the team. 

Responsibilities:

• Lead, mentor and inspire a team of 10-15 agents to achieve performance goals and deliver exceptional services for clients in the home services vertical 
• Communicate customer and prospect product pain points to appropriate departments
• Develop ongoing relationships with prospects and customers, and ensure monthly quotas are met
• Create and develop mechanisms to drive team efficiency and performance
• Oversee both inbound and call production, ensuring all inquires are handled professionally and efficiently
• Proactively identify and reach out to potential leads to create a pipeline for Account Executives
• Monitor agent performance, provide feedback, conduct regular performance reviews, and implement coaching and training programs to enhance individual and team performance
• Generate and present regular reports on team performance to leadership
• Maintain strong client relationships by proactively addressing client concerns, and identifying opportunities to exceed expectations
• Meet department service level agreements related to workflows and case closures
• Use performance data to identify opportunities to continuously improve team performance with all KPI’s
• Continuously build customer relationships, develop brand loyalty and long-term partnerships
• Maintain compliance with all company policies and procedures, including HIPPA and PHI

Requirements:

• 4+ years of experience in outbound and/or inbound call production role at a B2B company
• 2+ years of experience managing a team in a virtual call center environment 
• Experience with one or more CRM platforms; Salesforce preferred
• Experience with one or more call tracking software; Twilio preferred
• Proficiency with Microsoft Office Suite preferred
• Superior interpersonal, verbal and written communication skills including appropriate tone, demeanor, spelling, and grammar in all interactions
• Strong organizational and prioritization skills

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.