Call Center Manager
About The Position
We're a growing home service company looking for a leader to take our call center team to the next level. This role involves leading, coaching, and inspiring a team of CSRs to achieve booking, conversion, and sales targets. You will be responsible for building a culture of ownership, urgency, and customer care, coaching for excellence through call monitoring and training, and driving inbound and outbound strategy. Collaboration with other departments like Service Managers, dispatch, and marketing is key, as is problem-solving and using data to tell the story of performance. Planning for seasonal demands and staffing needs is also a crucial part of the role.
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 a team, with a focus on coaching and growth.
- Self-starter with a 'figure it out' attitude, comfortable working in ambiguous situations.
- 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 by building playbooks, refining scripts, evolving the booking process, and finding new ways to convert calls into booked appointments.
- Partner with Service Managers, dispatch team, and marketing to ensure leads, bookings, and customer experience align.
- Solve problems quickly, including customer issues, staffing gaps, workflow breakdowns, and scheduling crunches.
- Utilize KPIs to present performance data to leadership and translate numbers into actionable insights.
- Plan ahead for seasonal spikes, demand surges, and staffing needs to ensure the team is prepared.
Benefits
- $80,000–$110,000 DOE
- Company-paid health insurance
- Company-paid short-term disability
- Voluntary dental insurance
- Voluntary vision insurance
- Voluntary life insurance
- Voluntary supplemental life insurance
- Voluntary long-term disability insurance
- 401(k) plan with company match
- Paid time off
- Paid holidays
- Ongoing training and development
- Family-oriented culture
- Lake Havasu City living
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
