Call Center Manager
Location: Boxborough, MA
Join the Heritage Legacy — Lead with Purpose!
At Heritage Home Service, we believe that outstanding customer experiences start with empowered teams and strong leadership. We’re looking for a Call Center Manager who thrives in a fast-paced environment, inspires performance, and is passionate about developing people and driving results.
If you’re a strategic leader who combines operational excellence with a people-first mindset — this is your opportunity to make a meaningful impact.
What You’ll Do
As our Call Center Manager, you will lead the daily operations and performance of a dynamic customer service team while continuously improving processes and results.
Leadership & Team Development
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Lead, coach, and develop a team of 10+ customer service representatives
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Conduct regular 1:1 coaching sessions, performance reviews, and development planning
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Build a culture of accountability, engagement, and continuous improvement
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Motivate teams to achieve and exceed key performance metrics
Performance & Operations Management
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Monitor and analyze KPIs, call metrics, and performance reports to drive results
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Conduct call reviews and provide actionable feedback to enhance service quality
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Oversee scheduling, staffing, and daily operational workflows
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Identify trends and implement process improvements to increase efficiency and customer satisfaction
Cross-Functional Collaboration & Customer Experience
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Partner with internal departments to ensure seamless operations
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Handle and resolve escalated customer concerns with professionalism and urgency
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Communicate updates, initiatives, and expectations clearly across the team
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Lead team meetings that inform, align, and inspire
What You Bring
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3+ years of leadership experience in a call center or customer service environment
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5+ years total experience in customer service, call center, or dispatch roles
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Proven ability to manage, coach, and scale teams of 8+ employees
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Strong analytical mindset with experience using data and reporting tools to drive performance
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Excellent communication, problem-solving, and decision-making skills
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Ability to thrive in a fast-paced, evolving environment
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Highly organized with strong time management and prioritization skills
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Flexible and adaptable to business needs
Benefits & Perks:
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Company-paid Medical, Dental, and Vision Insurance
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401(K) with company matching
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Paid Time Off and Holiday Plan
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Company-provided Life & Disability Insurance
Compensation: $90,000 – $120,000 annually (based on experience & bonus potential)
Apply Today!
At Heritage, you’ll join a company that values leadership, invests in its people, and is committed to redefining customer care in the home services industry.
