Call Center Manager
Seatown•Mukilteo, WA
•$95,000 - $110,000•Onsite
About The Position
The Call Center Manager leads customer service, dispatch, inside sales, and scheduling operations within a high-volume, trade-based 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.
Requirements
- Experience managing a $20M+ call center operation
- Background in dispatch, customer service, and install coordination in the trades
- Experience in at least two of the following: HVAC, electrical, plumbing, sewer (or large single-trade call center experience)
- Proven leadership of 15–20+ person teams
- Strong reporting and performance management skills
- Experience with ServiceTitan and Microsoft Office
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
Benefits
- Medical, dental, vision
- 401(k) with company match
- Supportive Team Environment
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
