Call Center Manager

Overview

The Call Center Manager leads customer service dispatch inside sales and scheduling operations within a high volume trade based call center. This role drives revenue growth operational excellence and customer satisfaction while developing strong leaders and partnering with executive leadership to support company wide goals.

Key Responsibilities

• Lead daily operations across customer service dispatch and install coordination teams
• Drive booking rates conversion performance and customer experience metrics
• Develop and execute operational strategies aligned with growth and revenue targets
• Coach and develop supervisors and team leads manage teams of 15 to 20 plus employees
• Oversee workforce planning reporting and performance management
• Optimize CRM and call center technology including ServiceTitan
• Partner with Field Operations Sales Marketing and HR to ensure seamless service delivery
• Serve as escalation point for high impact customer issues

Qualifications

• Experience managing a 20M plus call center operation
• Background in dispatch customer service and install coordination in the trades
• Experience in at least two of the following HVAC electrical plumbing sewer or large single trade call center experience
• Proven leadership of 15 to 20 plus person teams
• Strong reporting and performance management skills
• Experience with ServiceTitan and Microsoft Office

Expectations

• In office role Monday to Friday minimum 8 hours per day
• Hands on reliable leader available during team working hours

Benefits

• Medical dental vision
• 401k with company match
• Supportive team environment