Assistant Call Center Manager

Seaside Plumbing•Bishopville, MD

6d•Onsite

About The Position

At Seaside Plumbing, we are dedicated to providing exceptional service and restoring peace of mind to our customers. We believe in a human-centered approach to service, where customers feel heard and valued. This is a high-performance leadership role focused on coaching, accountability, and execution. We are looking for individuals who are ready to lead, provide feedback, and take ownership of results, offering a pathway for growth into full leadership positions.

Requirements

Experience in call center, dispatch, or customer service environments
Enjoy coaching and helping others improve
Organized, detail-oriented, and proactive
Communicate clearly and confidently
Want to grow into a leadership role
Willingness to give feedback and hold others accountable
Ability to thrive in fast-paced environments
Willingness to take on team responsibility
Possess urgency and follow-through
Comfort with a high-pressure role

Responsibilities

Support and coach Customer Service Representatives and Dispatchers
Assist with daily call center and dispatch operations
Help ensure the schedule is full and optimized daily
Monitor call quality and provide real-time feedback for quality control and quality assurance
Reinforce call scripts and booking processes
Assist in training and onboarding new team members
Track and support team performance (booking %, call quality, etc.)
Step in as acting manager when needed
Communicate expectations and connect performance to results
Keeping up with documentation, updating, and implementation of SOPs