Job Summary:
The Call Center Manager will oversee our inbound and outbound call center operations. You will be responsible for managing a team of CSRs and dispatchers, ensuring performance targets are met, implementing operational strategies, and improving overall customer satisfaction.
Key Responsibilities:
- Lead, coach, and support a team of call center agents.
- Monitor and evaluate staff performance, providing regular feedback and training.
- Develop call center strategies to improve productivity, service quality, and customer satisfaction.
- Analyze key metrics and prepare reports on call center performance.
- Manage scheduling, attendance, and real-time workforce management.
- Handle escalated customer issues and resolve complex problems efficiently.
- Ensure compliance with company policies and industry regulations.
- Collaborate with other departments (e.g., Sales, IT, HR) to support business goals.
Qualifications:
- Proven experience as a Call Center Manager (HVAC, Plumbing or Electrical experience preferred, NOT REQUIRED.)
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency with CRM systems.
- An analytical and problem-solving mindset.
- Ability to work in a fast-paced and dynamic environment.
- Knowledge of Service Titan is preferable but not required.
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Application Question(s):
- What type of call center have you managed?
- Do you have experience with Service Titan? If so, how many years?
Experience:
- Management: 5 years (Required)
Work Location: In person
