Call Center Manager (On-Site)
F.H. Furr —Georgetown, DE
- $70,000 - $100,000 a year
- Weekends as needed
- Background check
- Pass drug screening
- Residential
Quick Apply
12d
Manager, Call Center Operations
Sallie Mae —New Castle, DE
- Full-time
- Hybrid work
- Finance
- Bachelor's degree
- Financial services
- Wellness program
- Paid parental leave
Manager, Customer Service
Chesapeake Utilities Corporation —Dover, DE
- Extended hours
- Hybrid work
- Travel
- Senior level
- Business
- Paid holidays
- Health insurance
Quick Apply

More jobs to discover

Find similar jobs that you might be interested in.

Manager, Call Center Operations
Sallie Mae —New Castle, DE
Coach and develop a team of supervisors and/or front-line collectors, providing real-time feedback, performance management, and career development support.
Sr. Operations Manager
Amazon.com Services LLC —Wilmington, DE
Bachelor's degree in Engineering, Operations or related field. This position requires a strategic leader who can balance operational excellence with team…
$135,000 - $182,700 a year

Show more similar jobs

Explore jobs in cities nearby

Check out jobs in cities near your current location, Columbus

Shared Services Manager
Equitas Health, Inc. —Columbus, OH
Must have reliable transportation and valid driver’s license. The manager leads call center agents, referral specialists, prior authorization specialists, pre-…
$74,500 - $89,400 a year
Quick Apply
Contact Center Manager
Honda —Marysville, OH
This position, in collaboration with Contact Center leaders, is responsible to advance the credit union’s mission by building and leading a high-performing team…
$73,600 - $110,300 a year

Show more jobs in cities nearby

I want to receive the latest job alert for call center manager in delaware

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

call center manager jobs near delaware

Customer Service Representative jobs in Dover, DE

Open Call jobs in New York, NY

Call Center Supervisor jobs in Canton, OH

Centerpoint Medical Center jobs in Independence, MO

Call Center Supervisor jobs in Farmington Hills, MI

Surgery Center jobs in Jacksonville, FL

Maintenance Supervisor jobs in Jacksonville, FL

Call Center Supervisor jobs in Cary, NC

Call Center Supervisor jobs in Pasadena, CA

Collection Manager jobs in South Bend, IN

Collection Manager jobs in Los Angeles, CA

Collection Manager jobs in Lakeland, FL

Revenue Cycle Manager jobs in Philadelphia, PA

Collection Manager jobs in Carson, CA

Accounting Manager jobs in San Diego, CA

Residential Construction Manager jobs in San Antonio, TX

Customer Service Representative jobs in Braselton, GA

Customer Service Representative jobs in Sanford, FL

Customer Service Representative Remote Overnight jobs in North Carolina

Customer Service Representative jobs in Jackson, TN

Call Center Manager (On-Site)

F.H. Furr -
Georgetown, DE

Quick Apply

Job Details

Full-time
$70,000 - $100,000 a year
12 days ago

Qualifications

Customer communication

Full Job Description

Call Center Manager (Onsite – Georgetown, DE)

Position Summary

F.H. Furr is seeking an experienced Call Center Manager to lead and develop a team of customer service and booking agents in Georgetown, Delaware. This onsite leadership role is responsible for driving exceptional customer experiences, maximizing appointment bookings, supporting day-to-day contact center operations, and ensuring alignment with our Plumbing, HVAC, and Electrical service teams. The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations teams to deliver outstanding results for homeowners across our service areas. F.H. Furr provides residential plumbing, heating, cooling, and electrical services throughout the Mid-Atlantic region and is headquartered in Manassas, VA.

Key Responsibilities

Team Leadership & Performance Management

Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, membership engagement, and revenue generation.
Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
Support onboarding and training of new hires while reinforcing F.H. Furr's customer-first culture.

Customer Experience & Escalation Management

Manage escalated customer concerns and ensure timely, professional resolution.
Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.
Review customer feedback, surveys, and membership-related interactions to enhance the overall customer experience.
Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.

Contact Center Operations

Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.
Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
Assign and maintain agent skill groups and routing configurations.
Generate and analyze daily, weekly, and monthly operational reports.
Track and communicate key performance metrics to leadership.

Cross-Functional Partnership

Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness.
Support coordination between the contact center and field teams to ensure seamless customer experiences.
Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.

Administrative & Compliance Responsibilities

Process payroll through ADP, validate employee hours, and administer incentive and spiff programs.
Ensure compliance with company policies, procedures, attendance standards, and performance expectations.
Maintain accurate documentation related to coaching, performance management, and employee development.
Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.

What We're Looking For

Previous supervisory or leadership experience in a call center, contact center, customer service, or appointment-setting environment.
Strong coaching, communication, and employee development skills.
Experience managing KPIs, service levels, conversion metrics, and quality performance.
Ability to analyze operational data and drive continuous improvement.
Strong problem-solving and escalation management capabilities.
Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
Ability to thrive in a fast-paced, high-volume service organization.
HVAC, Plumbing, Electrical, Home Services, Retail Services, or Trades industry experience strongly preferred.

Success Measures

Service Level Achievement
Appointment Booking & Conversion Rates
Customer Satisfaction (CSAT)
Quality Assurance Scores
Membership Performance & Retention
Agent Productivity, Utilization & Adherence
Attendance, Engagement & Retention
Escalation Resolution Effectiveness
Coaching & Employee Development Outcomes
Payroll Accuracy & Operational Compliance

Work Location

Onsite – Georgetown, DE (F.H. Furr Delaware Location)

Join a trusted industry leader and play a key role in delivering exceptional service experiences while supporting the growth and success of F.H. Furr's Plumbing, HVAC, and Electrical business.

F.H. Furr may conduct a pre-employment background check and drug test, subject to applicable law.

Quick Apply

Refine Your Search

call center manager jobs in delaware