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Call Center Manager

JT Services -
Claremore, OK

Quick Apply

Job Details

Full-time
$45,000 - $65,000 a year

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
Vision insurance
Life insurance

Qualifications

Managing teams in a customer support role
Team leadership
Service scheduling
Staff scheduling
Workplace dispute resolution
Team scheduling
Data interpretation
Customer information system software
Call center management

Full Job Description

Call Center Manager – JT Services (Claremore, OK)

Salary: $45,000–$65,000/year + Monthly Performance Bonuses Full-Time | In-Person | Home Services Industry

JT Services is growing fast, and we’re looking for a driven, organized, and people‑focused Call Center Manager to lead our Customer Service Representative (CSR) team. This role is perfect for someone who thrives in a fast-paced environment, loves coaching and developing people, and knows how to turn calls into booked opportunities.

If you’re ready to lead a high-performing team, elevate customer experience, and help drive revenue across multiple service divisions — this is your opportunity.

Position Overview

The Call Center Manager oversees daily call center operations, ensuring exceptional customer interactions, strong booking performance, and consistent execution of JT Services’ call processes. You will lead, coach, and develop CSRs, maintain call board health, drive memberships, and support company-wide revenue goals.

Key Responsibilities

Leadership & Team Development

Lead, coach, and develop CSRs to meet KPIs and performance standards
Conduct call reviews, coaching sessions, and performance check-ins
Maintain staffing levels, scheduling coverage, and call center readiness
Build a positive, accountable, customer-focused culture

Operational Excellence

Own inbound and outbound call performance
Ensure adherence to scripts, call control standards, and customer experience expectations
Monitor call queues, call volumes, and response times
Maintain a clean, accurate, and green 3‑day call board

Performance & KPI Management

Track and report daily, weekly, and monthly KPIs
Drive membership sales, outbound follow-ups, and rehash opportunities
Identify performance gaps and implement corrective action plans
Align call center goals with company revenue targets

Cross-Department Collaboration

Work closely with Dispatch to support scheduling and job flow
Coordinate with Service Managers to support technician productivity
Partner with Marketing to understand lead flow and call demand
Communicate trends, issues, and opportunities to leadership

Quality Control & Compliance

Ensure accurate customer data entry, job notes, and membership tagging
Maintain compliance with call recording standards and privacy requirements
Resolve escalated customer concerns before they reach upper management

Success Indicators

Strong inbound/outbound conversion
Monthly membership sales targets achieved
3‑day call board green 90%+
High call quality, accuracy, and professionalism
Reduced escalations and improved customer satisfaction
Strong collaboration with Dispatch and field leadership

Required Skills & Qualifications

2+ years of call center leadership experience (home services preferred)
Strong understanding of booking rates, call flow, and customer experience
Excellent communication, coaching, and conflict-resolution skills
Ability to analyze performance data and make informed decisions
Proficiency with call center software, scheduling systems, and CRM platforms
High level of organization, accountability, and follow-through

Compensation

Base Salary: $45,000–$65,000/year (depending on experience)
Monthly performance bonus based on KPI achievement
Benefits package per company policy, including:
- Medical, Dental, Vision
- 401(k)
- Paid Time Off
- Company-paid wellness perks
- Birthday PTO
- Professional development opportunities
- Team events & company culture focused on growth

Ready to Lead a Winning Team?

If you’re passionate about leadership, customer experience, and driving results — JT Services wants to meet you. Apply today and help us elevate the standard of service across Northeastern Oklahoma.

Applicant Tracking Software by ExactHire: 61z92voyrz873ledjmq3

Quick Apply

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