Call Center Manager
About The Position
As the Call Center Manager at Seaside Plumbing, you will lead the performance, development, and day-to-day operations of our Customer Service and Dispatch teams. This is a high-accountability leadership role where customer experience, performance, communication, coaching, and accountability are paramount. You will be responsible for creating exceptional customer interactions and coordinating subsequent actions. The Call Center is a critical intersection of customer experience, sales, field operations, capacity, communication, and revenue, and you will be instrumental in developing both the Customer Service Representatives and Dispatchers into a cohesive and high-performing team. Seaside Plumbing invests heavily in coaching, technology, training, communication, and continuous improvement, believing that great performance stems from building great people and strong systems.
Requirements
- 4+ years of leadership or management experience in a call center, customer service, dispatch, inside sales, or similar environment.
- A demonstrated history of improving individual and team performance.
- Strong customer service, sales, coaching, and de-escalation skills.
- Experience working with KPIs, scorecards, call reviews, or other measurable performance tools.
- Strong organizational, communication, and problem-solving skills.
- Comfort using CRM systems, business technology, and performance reporting.
- Flexibility to support the operation outside normal hours or on occasional weekends when needed.
Nice To Haves
- Experience with ServiceTitan and/or DispatchPro.
- Experience with Microsoft Excel.
- Experience with call center phone systems, call recording, dashboards, or similar technology.
- Experience using call center data to coach employees and improve performance.
- Previous experience in home services or the skilled trades.
Responsibilities
- Lead, coach, develop, and hold accountable Customer Service Representatives and Dispatchers.
- Establish clear expectations, KPIs, and consistent coaching rhythms for both teams.
- Monitor calls, booking, dispatch, and other performance metrics to identify opportunities for improvement.
- Develop CSRs in customer communication, booking, de-escalation, and delivering an exceptional customer experience.
- Develop Dispatchers in prioritization, communication, decision-making, and effective management of the daily service board.
- Ensure strong communication and handoffs between Customer Service, Dispatch, Service Managers, and field teams.
- Oversee staffing and scheduling to meet call volume, technician capacity, and seasonal business needs.
- Continuously improve the people, processes, technology, and training that drive Call Center and Dispatch performance.
Benefits
- Competitive salary: $55,000–$75,000, based on experience and qualifications
- 100% paid health, dental, and vision insurance for you AND your family
- $15,000 company-paid life insurance with upgrade options
- 401(k) with 4% company match
- Company profit sharing
- Paid vacation, sick time, and holidays
- Ongoing paid training and professional development
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
