Call Center Manager

Reliable Heating & Air•Kennesaw, GA

About The Position

The Call Center Manager will focus their attention on driving efficiency and effectiveness with 35+ team of in-house call center agents and 3rd party call-handling team. The Call Center Manager is responsible for the call center’s 24/7 operation and performance and will lead the transformation of our call center into a high-performing, sales driven team. The role will focus on building a culture of excellence, driving sales performance through inbound/outbound calls, and ensuring exceptional customer service. The Call Center Manager will be responsible for implementing sales training programs, strengthening leadership capabilities of Team Leads, and fostering a positive, high-morale environment that reduces turnover and enhances employee engagement. This role is responsible for overseeing and integrating multiple call center operations within a single department, including both internal teams and third-party call-handling partners.

Requirements

Bachelor’s Degree in Business Administration or other relevant field required.
Minimum 12–15+ years of progressive call center leadership experience in a sales-focused environment, including full ownership of operational performance, staffing, forecasting, and results.
Proven experience personally leading and owning the transformation of a customer service–focused call center into a sales-driven, performance-oriented operation.
Experience adjusting staffing models based on daily call volume trends, weather-driven demand, and seasonal variability (HVAC or similar service environment preferred).
Demonstrated experience performing manual workforce planning, staffing forecasts, and intraday adjustments without reliance on workforce management (WFM) software.
Demonstrated experience leading call center operations with 30+ agents, including direct oversight of Team Leads and coordination with third-party or outsourced call-handling partners.
Certification in Sales and or Leadership training programs.
Results oriented mindset with a focus on meeting and exceeding performance goals.
Ability to foster a culture of accountability, teamwork, and continuous improvement.
Highly developed oral, written, and interpersonal communication skills with a demonstrated ability to work with all levels of management and team members.
Industry knowledge and experience working with key Call Center technologies is an asset.
Demonstrated experience managing and centralizing multiple call center operations within a single department, including standardizing processes, performance metrics, and staffing models across call centers.
Superior problem-solving skills and analytical ability
High level of proficiency with MS Office, IVR Tools and CRM.
Proven ability to motivate, coach and develop people in a team-based environment.
Results-driven individual who takes initiative to drive the business.
Top-notch customer service with both internal and external customers.
Excellent time management and organizational skills.

Nice To Haves

Knowledge of the HVAC industry a strong asset.

Responsibilities

Transition the call center into a sales-focused operation with inbound/outbound call initiatives aimed at promoting and selling our services.
Meet and exceed Operational KPIs such as Sales Conversion Rates, Service Levels, Occupancy, Abandonment Rate, First Call Resolution, ASA, and other traditional call center KPIs.
Develop and execute sales strategies to meet and exceed team and individual performance.
Manually optimize workforce planning, scheduling, and real-time resource allocation without reliance on workforce management software to maintain strong occupancy levels while balancing service levels, sales performance, and customer experience.
Proactively adjust staffing, schedules, and call routing in response to weather-driven demand, seasonal volume fluctuations, and daily call trend variability.
Work with cross-functional teams to ensure ongoing improvement of business processes that touch the call centers.
Monitor call analytics (volumes, wait times, service levels) to maintain operational targets.
Develop and present all required phone system data and metric reports accurately and on time.
Ensure call center is adequately staffed to handle fluctuating call volumes; adjust resources as needed.
Ensure exceptional service for Reliable’s customers during scheduling and service interactions.
Address and resolve escalated service issues with professionalism and empathy.
Ensure timely investigation and resolution of customer complaints.
Design and implement ongoing sales training programs, SOP’s, CSR script, and role playing to expand CSRs’ knowledge of our offerings and improve their ability to sell effectively.
Maintain expert-level knowledge of our products, services, and CRM tools while ensuring the appropriate level of knowledge is shared with team members.
Lead continuous training efforts to address service gaps and implement process updates.
Conduct call monitoring and coaching sessions to reinforce service quality standards.
Supervise, coach, develop and lead a team of Service/Sales agents in a contact center environment.
Ongoing coaching and development of team members in a fast-paced business environment that is continuously evolving and experiencing change.
Ensure Team Leads are equipped to train, coach and support CSRs with a focus on coaching, role-playing, and real time feedback sessions
Mentor and develop Team Leads, ensuring they are effective coaches and leaders capable of inspiring their teams and driving performance.
Implement strategies to reduce turnover, improve morale, and create a supportive workplace culture.
Ensure that all team members have a clear understanding of performance expectations, goals and actuals; provide feedback, recognition and coaching to develop high performers.
Create a best-in-class culture that acts as a catalyst for high performance and exemplary Customer Experience.
Maintain performance and quality standards of the team through direct management and evaluation.
Generate performance, compliance, and training reports to identify trends and opportunities.
Support internal and external audits, QA processes, and compliance checks.
Administer and apply all applicable company policies and procedures.