Assistant Call Center Manager

Keefe's Air Conditioning & Heating, Inc•Harvey, LA

28d

About The Position

At Keefe's, we pride ourselves on our strong team culture and dedication to customer satisfaction. We invest in ongoing training and development, ensuring you have the tools and support to succeed. Many come to Keefe's looking for a job; they stay because they find a career with a company that values their hard work and commitment to excellence. You will work alongside the Call Center Manager in leading a High-Performing Customer Service Contact Center and the staff of Customer Services Representative who schedule service calls through both an inbound and outbound platform. Must be a team oriented to achieve department daily, weekly, & monthly goals.

Requirements

3+ years minimum in a Call Center leadership role.
Possess the ability to inspire professional growth in our team members.
Proven leadership experience in a high-volume, performance-driven call center environment.
Ability use call center metrics to identify trends, gaps, and performance opportunities.
Experience training teams to overcome common objections specific to home services.
Ability to provide unparalleled customer satisfaction.
Experience training new hires, including systems training, call flow, objection handling, and culture integration.
Ability to drive team performance to achieve all business goals and objectives.
Detail oriented, highly organized multi-tasker with good presentation skills and the ability to convey decisive messages in a fast-paced and goal-driven environment.

Responsibilities

Increase Booking & Sales Performance: Partner with the Call Center Manager to drive higher appointment booking percentages, calls made, and memberships sold through hands-on coaching and real-time performance management.
Coach to Measurable KPIs: Conduct side-by-sides, call evaluations, and structured coaching sessions tied directly to booking %, productivity, and revenue goals.
Assist with on-going coaching and Side-by-Side training: Implement a scalable, measurable training and coaching platform that accelerates CSR development and improves results.
Assist in Training New Hires: Support onboarding by delivering structured training, call simulations, and performance benchmarks to ensure new CSRs ramp quickly and meet booking and productivity targets within established timelines.
Demonstrate Proactive Leadership: Take initiative in identifying performance gaps or operational challenges, develop solution-focused action plans, and address issues before they impact results or morale.
Pipeline & Follow-Up Management: Ensure unsold opportunities, callbacks, and reschedules are properly tracked and worked to maximize conversion.
Enforce Accountability Standards: Track daily KPIs (calls made, booking %, memberships sold) and address underperformance immediately with documented action plans and follow-up checkpoints.
Support Disciplinary Process: Execute corrective actions and performance documentation with approval from the Call Center Manager to protect standards and maintain fairness.
Quality Assurance Oversight: Maintain QA scorecard standards, ensure compliance with scripts and service standards, and hold the team accountable to brand expectations.
Run Daily Performance Huddles: Lead pre-shift and mid-day huddles to communicate targets, motivate the team, recognize wins, and refocus effort when metrics dip.
Conflict Resolution & Escalations: Handle customer escalations and internal team conflicts quickly and professionally to minimize disruption and protect performance.
Lead by Example: Actively dial, book appointments, and sell alongside the team to model expectations and maintain production standards.