Call Center Manager

On Time Experts•Chesterfield, MO

5d•$55,000 - $75,000•Onsite

About The Position

On Time Experts, formerly Hosack Plumbing, Heating & Cooling, is seeking an experienced, results-driven Call Center Manager to lead its Customer Service Representative (CSR) and Dispatch teams. This hands-on leadership role oversees daily operations and builds a positive, accountable, performance-focused team that delivers excellent customer service. The manager is responsible for keeping technician schedules productive by filling dispatch boards, coordinating with Dispatchers and Service Managers, and using proactive outbound calling to fill appointment gaps. The role also drives follow-up on unsold estimates and technician recommendations, grows maintenance memberships, improves customer retention, and ensures the team generates opportunities beyond inbound calls. The position owns call center and dispatch performance, including booking and conversion rates, call handling, follow-up completion, technician capacity, membership conversions, and customer satisfaction. The manager uses ServiceTitan reporting, recordings, dispatch boards, and dashboards to monitor results, improve workflows, train employees, and make data-informed operational decisions. The role partners with Service Managers, Operations, Sales, Marketing, and Recruiting to support staffing, communication, customer experience, revenue growth, and operational efficiency. This is a full-time, on-site position in Chesterfield, Missouri, scheduled Monday through Friday from 7:00 AM to 4:00 PM. Occasional on-call or after-hours responsibilities may apply based on business needs. Salary is $55,000–$75,000 annually, based on experience and qualifications.

Requirements

Residential home services industry experience, preferably in HVAC, plumbing, or electrical.
Hands-on ServiceTitan experience.
At least 3 years of leadership experience managing a call center, CSR, Dispatch, or similar customer service operation.
Ability to lead, coach, develop, and hold employees accountable.
Experience managing call center KPIs, booking rates, conversion rates, and team productivity.
Experience developing outbound calling strategies and generating appointments.
Experience following up on unsold recommendations, estimates, and service opportunities.
Strong understanding of dispatch operations, technician scheduling, and capacity management.
Experience driving membership conversions, customer retention, or recurring service programs.
Ability to analyze performance data and implement effective improvement strategies.
Strong organizational, communication, and problem-solving skills.
Ability to thrive in a fast-paced, high-volume, performance-driven environment.

Nice To Haves

Experience managing both CSR and Dispatch teams within a residential HVAC, plumbing, or electrical company.
Advanced knowledge of ServiceTitan dashboards, reporting, dispatch boards, and call center functionality.
Proven success improving technician schedule utilization and outbound booking performance.
Experience building or restructuring a call center team.
Experience creating call scripts, training programs, and performance scorecards.
Familiarity with Google Local Services Ads (LSA), Angi, and other home services lead-generation platforms.
Experience managing maintenance membership sales and renewal programs.

Responsibilities

Oversee the daily operations of the CSR and Dispatch departments and ensure consistent performance and customer experiences.
Build an energetic, positive, competitive, and accountable team culture with clear daily, weekly, and monthly performance expectations.
Coach employees on call handling, booking techniques, outbound calling, membership conversions, and customer communication.
Conduct team meetings, one-on-one coaching sessions, call reviews, and performance evaluations.
Recruit, interview, hire, onboard, train, and develop CSRs and Dispatchers; address performance gaps with structured coaching and improvement plans.
Recognize strong performance and address underperformance promptly and professionally while remaining actively involved in daily operations.
Keep technician dispatch boards full, minimize open appointment slots, and maximize technician productivity through proactive calling and strategic scheduling.
Develop daily outbound calling strategies, monitor technician availability and call demand, and coordinate with Dispatchers and Service Managers to fill scheduling openings.
Run campaigns for overdue maintenance, seasonal services, inactive customers, and other service opportunities.
Manage follow-up on technician recommendations, unsold estimates, repair opportunities, and replacement proposals, and monitor open opportunities in ServiceTitan.
Hold CSRs accountable for outbound activity, follow-up completion, and booking results; track conversion rates and follow-up effectiveness.
Drive maintenance membership enrollment, conversion, renewal, and customer retention efforts.
Monitor membership opportunities and coach CSRs to present membership value during appropriate customer interactions.
Own and improve call center KPIs, including call volume, booking and conversion rates, missed and abandoned calls, response times, follow-up completion, unsold recommendation conversions, dispatch utilization, membership conversions, and customer satisfaction.
Review dashboards and reports, set measurable goals, identify trends, and implement improvements to booking rates, efficiency, and team productivity.
Use ServiceTitan daily to monitor call recordings, reports, dispatch boards, outbound activity, performance dashboards, and follow-up results.
Ensure accurate call classifications, customer records, appointment booking, and documentation; train employees in ServiceTitan use and operational best practices.
Partner with Service Managers, Operations, Sales, Marketing, and Recruiting to align business goals, maintain appropriate staffing, communicate operational needs, and improve office-to-field coordination.
Support company initiatives focused on customer experience, revenue growth, and operational efficiency.