Job Description

Overview

The Call Center Manager leads customer service, dispatch, inside sales, and scheduling operations within a high-volume 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.

Key Responsibilities

• Lead daily operations across customer service, dispatch, and install coordination teams
• Drive booking rates, conversion performance, and customer experience metrics
• Develop and execute operational strategies aligned with growth and revenue targets
• Coach and develop supervisors and team leads; manage teams of 15–20+ employees
• Oversee workforce planning, reporting, and performance management
• Optimize CRM and call center technology, including ServiceTitan
• Partner with Field Operations, Sales, Marketing, and HR to ensure seamless service delivery
• Serve as escalation point for high-impact customer issues

Qualifications

• Experience managing a $20M+ call center operation
• Background in dispatch, customer service, and install coordination in the trades
• Experience in construction or skilled trades
• Proven leadership of 15–20+ person teams
• Strong reporting and performance management skills
• Experience with ServiceTitan and Microsoft Office

Expectations

• In-office role, Monday–Friday (minimum 8 hours/day)
• Hands-on, reliable leader available during team working hours

Benefits

• Medical, dental, vision
• 401(k) with company match
• Collaborative Team Environment with professional development opportunities

Job Tags

Similar Jobs