Call Center Manager

About the Opportunity

Our client is a fast-paced, service-focused home services company. As our Call Center Manager, you will play a pivotal role in driving service excellence by overseeing a small but high-impact team of Customer Service Representatives and Dispatchers. This is a high-ownership role with visibility into the heart of our operations—where every call, every schedule, and every customer experience matters.

If you’re process-oriented, thrive in a small-team environment, and enjoy building accountability through KPIs, we want to talk to you.

Key Responsibilities

• Team Leadership: Manage, coach, and develop a team of CSRs and dispatchers to ensure exceptional customer interactions and efficient job scheduling.
• Performance Management: Monitor and drive team performance using KPIs such as call conversion rate, average response time, booking efficiency, and technician utilization.
• Scheduling Optimization: Work closely with field service technicians to ensure accurate, timely, and productive scheduling.
• Customer Satisfaction: Uphold high standards for call quality, follow-through, and professionalism in every customer touchpoint.
• Process Improvement: Identify and implement improvements in call scripts, dispatch procedures, and customer communication workflows.
• Reporting: Track daily, weekly, and monthly performance metrics; report results to ownership with recommendations for improvement.
• Bonus Program Execution: Drive team alignment toward key operational goals with clearly communicated incentive structures.

Qualifications

• 3+ years of experience in a customer service or dispatch environment, ideally within the home services or HVAC/plumbing/electrical industry.
• 1+ years of experience in a supervisory or management capacity.
• Strong command of scheduling software and CRM tools (ServiceTitan, Housecall Pro, or similar platforms preferred).
• Proven ability to coach, motivate, and hold teams accountable.
• High emotional intelligence, with the ability to balance empathy and performance.
• Detail-oriented, highly organized, and capable of juggling multiple priorities in a fast-paced environment.