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.
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Lead daily operations across customer service dispatch and install coordination teams
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Drive booking rates conversion performance and customer experience metrics
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Develop and execute operational strategies aligned with growth and revenue targets
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Coach and develop supervisors and team leads manage teams of 15 to 20 plus employees
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Oversee workforce planning reporting and performance management
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Optimize CRM and call center technology including ServiceTitan
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Partner with Field Operations Sales Marketing and HR to ensure seamless service delivery
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Serve as escalation point for high impact customer issues
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Experience managing a 20M plus call center operation
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Background in dispatch customer service and install coordination in the trades
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Experience in at least two of the following HVAC electrical plumbing sewer or large single trade call center experience
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Proven leadership of 15 to 20 plus person teams
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Strong reporting and performance management skills
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Experience with ServiceTitan and Microsoft Office
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In office role Monday to Friday minimum 8 hours per day
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Hands on reliable leader available during team working hours
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Medical dental vision
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401k with company match
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Supportive team environment
