Call Center Manager

Air Control Home Services•Lake Havasu City, AZ

1d•Onsite

About The Position

We're a growing home service company, and the call center is one of the most important seats in the building. We're looking for a leader who knows how to take a team that cares about doing good work and help them perform at the next level. This role involves leading, coaching, and inspiring a team of CSRs to consistently hit booking, conversion, and sales targets. You will build a culture of ownership, urgency, and real customer care, monitor calls, give feedback, run training, and develop your team. You will also drive inbound and outbound strategy, refine scripts, evolve the booking process, and find new ways to convert more calls into booked appointments. Partnering closely with Service Managers, the dispatch team, and marketing to ensure leads, bookings, and customer experience align is crucial. You will solve problems quickly, manage KPIs, present data to leadership, and plan ahead for seasonal spikes and staffing needs.

Requirements

Minimum 3 years in a Call Center leadership role or high-volume customer service environment.
Proven track record of improving key metrics such as booking rates, conversion rates, abandon rates, and customer satisfaction.
Experience in building and developing teams, with a focus on coaching and growth.
Self-starter with a 'figure it out' attitude, comfortable working in ambiguous situations and moving fast to solve problems.
Strong communication skills, able to connect with customers, coach employees, and present to leadership.
Organized and detail-oriented, capable of juggling multiple priorities in a fast-paced environment.
Tech-savvy, comfortable with Microsoft Office and CRM/call center systems.

Nice To Haves

Experience with ServiceTitan.
Experience with AI in a call center context.

Responsibilities

Lead, coach, and inspire a team of CSRs to consistently hit booking, conversion, and sales targets.
Build a culture of ownership, urgency, and real customer care within the call center.
Coach for excellence by monitoring calls, giving feedback, running training, and developing the team.
Drive inbound and outbound strategy, build playbooks, refine scripts, and evolve the booking process.
Partner with Service Managers, dispatch, and marketing to align leads, bookings, and customer experience.
Solve customer issues, staffing gaps, workflow breakdowns, and scheduling crunches.
Track and present KPIs to leadership, translating data into actionable insights.
Plan ahead for seasonal spikes, demand surges, and staffing needs.