Call Center Manager

Hobson Air Conditioning•Weatherford, TX

23d•Onsite

About The Position

Comfort Experts, Inc. is hiring a Call Center Manager to lead, develop, and support its customer service representatives and scheduling team. The company is family-owned and has served North Texas since 1962. This is a working leadership role focused on customer service, team development, call-center operations, and performance. The manager is expected to coach employees, handle escalated customer concerns, solve scheduling problems, and answer calls when the team needs support. The manager will oversee daily call-center operations, including call handling, appointment scheduling, staffing coverage, customer follow-up, and coordination with dispatchers, technicians, sales representatives, and other departments. The role also involves monitoring performance measures, reviewing recorded calls, developing training and procedures, and communicating results and improvement opportunities to company leadership. A central part of the position is building a dependable, collaborative team through clear communication, consistent accountability, fair treatment, and hands-on leadership. The position is full-time and 100% in-person at the company headquarters in Weatherford, Texas, approximately 30 minutes west of Fort Worth. No remote or hybrid work is available. Schedule flexibility is important because the customer service department supports multiple shifts, including evenings and weekends.

Requirements

Previous call center management, supervisory, or team leadership experience.
Strong customer service and communication skills.
Experience coaching, training, and developing employees.
Ability to manage a busy, fast-paced customer service environment.
Understanding of call center performance metrics and accountability.
Strong organizational, computer, and problem-solving skills.
Confidence in making decisions and taking responsibility for them.
Positive attitude and willingness to continue learning.
Genuine desire to help employees and customers succeed.
Ability to work in person in Weatherford, Texas; remote and hybrid work are not available.
Schedule flexibility, as the customer service department supports multiple shifts, including evenings and weekends.

Nice To Haves

Experience with scheduling, dispatching, or service-based businesses.
Experience in the HVAC, plumbing, or electrical industry.

Responsibilities

Lead, motivate, and support customer service representatives and the scheduling team.
Create a positive, productive work environment and model professionalism, teamwork, dependability, and customer service.
Coach employees to improve communication, problem-solving, and appointment-booking skills; recognize strong performance and support improvement through training and accountability.
Conduct team meetings, individual coaching sessions, and performance evaluations.
Help interview, hire, onboard, and train new team members, and identify and develop future leaders.
Address performance issues and workplace conflicts fairly, consistently, and professionally.
Oversee daily operations and ensure customers receive prompt, friendly service.
Monitor incoming and missed calls, hold times, call volume, and the professional handling of calls and scheduling of appointments.
Coordinate staffing schedules to maintain phone coverage.
Work with dispatchers, technicians, sales representatives, and other departments to keep technician schedules productive and organized.
Oversee outbound customer follow-up and appointment scheduling.
Handle escalated customer concerns and find practical solutions.
Identify and resolve operational problems; answer calls when the team needs assistance.
Monitor appointment-booking rates and overall call performance, review recorded calls, and encourage live appointment booking where possible.
Track customer satisfaction, missed calls, call quality, and follow-up performance.
Establish clear individual and team expectations and help employees understand how their performance affects the company.
Improve scheduling efficiency, reduce missed opportunities, and develop training programs and procedures.
Share performance results and improvement opportunities with company leadership.
Build a collaborative team by leading by example, communicating clearly, following through, listening, encouraging employees, and making tough decisions when needed.