Senior Call Center Manager

Position Overview

The Senior Call Center Manager serves as the strategic leader of our customer engagement and scheduling operations, overseeing Customer Service, Dispatch, Inside Sales, and leadership teams. This role drives operational excellence, revenue growth, and customer satisfaction through a blend of strategic vision, data-driven decision-making, and leadership development. The Senior Call Center Manager partners closely with executive leadership to influence company-wide initiatives, shape organizational culture, and position the department for sustained growth in a competitive market.

Primary Responsibilities

Strategic Leadership & Vision

• Define and execute a multi-year operational strategy that supports the organization’s growth objectives and enhances the overall customer journey.
• Collaborate with executive leadership to establish departmental goals, budget frameworks, workforce plans, and technology investment priorities.
• Monitor industry trends and emerging technologies to proactively adapt strategies and maintain a competitive edge.

Operational Excellence & Process Innovation

• Oversee all call center functions with a focus on maximizing booking rates, service efficiency, and customer satisfaction.
• Champion continuous improvement initiatives to streamline processes, reduce cost-per-call, and enhance conversion performance.
• Ensure alignment between workforce management, service demand, and revenue targets.
• Drive implementation of advanced CRM and telephony capabilities for improved performance tracking, reporting, and customer engagement.

Executive-Level Leadership & Talent Development

• Lead and develop a high-performing leadership team, including Call Center Managers, Supervisors, and Team Leads.
• Implement succession planning to build organizational bench strength and ensure leadership continuity.
• Design and oversee leadership development programs that prepare emerging leaders for expanded responsibilities.
• Promote a culture of accountability, recognition, and professional growth.

Customer Experience & Brand Stewardship

• Establish and maintain gold-standard customer experience benchmarks that reflect our brand values.
• Partner with Marketing, Operations, and Field Leadership to ensure seamless integration between call center interactions and service delivery.
• Serve as the ultimate escalation point for high-impact customer issues, ensuring swift and favorable outcomes.

Cross-Functional & Enterprise Collaboration

• Partner with Field Operations to ensure precise technician-job matching and efficient service deployment.
• Collaborate with Sales, Marketing, and Human Resources to ensure the call center’s initiatives align with and advance organizational objectives.
• Influence enterprise-level strategies through actionable insights from customer feedback and performance analytics.

Performance Indicators

• Consistent achievement or surpassing of departmental revenue, booking rates, and customer satisfaction goals.
• Year-over-year improvement in operational efficiency, including reduced error rates and faster resolution times.
• Increased internal promotion rates and leadership readiness within the call center team.
• Adherence to departmental budgets with measurable gains in cost-effectiveness.
• Measurable improvement in employee engagement, retention, and performance metrics.
• Successful execution of strategic initiatives that enhance customer experience, operational capabilities, and competitive positioning.
• Demonstrated leadership influence across the organization through effective cross-functional collaboration.

Benefits

• Medical, dental, vision
• 401k w/ company match
• PTO accrued at 1 hour per every 40 hours worked

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