Call Center Manager Job at Confidential, Washington DC

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  • Confidential
  • Washington DC

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

Work at office, Monday to Friday,

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