OverviewThe 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 15-20+ 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+ 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 15-20+ person teams
- Strong reporting and performance management skills
- Experience with ServiceTitan and Microsoft Office
Expectations- In-office role, Monday-Friday (minimum 8 hours/day)
- Hands-on, reliable leader available during team working hours
Benefits- Medical, dental, vision
- 401(k) with company match
- Supportive Team Environment
#SEAP
Pay Range
$95,000-$110,000 USD
