Call Center Manager

Arrow Exterminators•Atlanta, GA

About The Position

We are looking for an experienced Call Center Manager to lead our customer support operations and help elevate the overall customer experience. This individual will guide and develop the support team while ensuring customers receive timely and effective assistance. Success in this role requires a leader who enjoys developing people, using data to solve problems, building strong partnerships across the organization, and creating an environment focused on accountability and exceptional service. ABOUT OUR FAMILY OF BRANDS We have been a family-owned and operated business since our start in 1964. Over the years, we have grown rapidly, and we now have the privilege of servicing 12 states. To ensure the quality and satisfaction of our customers, we have several offices in each state we are in to offer a more personalized approach to our communities. Ranked by revenue, Atlanta-based Arrow Exterminators is the sixth-largest pest and termite control company in the United States! We instill family values in the company culture to create a welcoming work environment and a successful company. We attribute our success to passionate, highly trained team members who are committed to protecting everyone's quality of life. As Arrow grows and continues to exceed industry expectations, we are always looking for new talent to bring on board. We know our team has a lot of options and we are humbled that they choose to work with us. That's why we offer competitive compensation, a robust benefits package, and a family-oriented company culture.

Requirements

3 to 5 years of call center management experience
Experience managing, coaching, and developing a customer support team.
Strong knowledge of call center operations and performance management.
Experience identifying, creating, tracking, and reporting key performance indicators.
Strong reporting, data analysis, and problem-solving skills.
Experience using customer and operational data to improve service and performance.
Proven experience managing customer escalations and delivering effective resolutions.
Demonstrated success implementing new technologies, systems, or process improvements.
Excellent communication and relationship-building skills across departments.
Advanced Microsoft Office skills, particularly Excel.
Strong organization, prioritization, and time-management skills.
Ability to work independently and take ownership of department performance.

Responsibilities

Lead, mentor, and develop a high-performing customer support team.
Provide ongoing coaching, feedback, and performance support to help employees succeed.
Oversee daily operations and ensure the team consistently meets service and performance expectations.
Establish and track key performance indicators that support department and organizational goals.
Ensure required continuing-education hours, licenses, and regulatory training are completed and properly documented.
Analyze reporting, customer trends, and performance data to identify opportunities for improvement.
Turn performance data into clear recommendations and action plans.
Resolve escalated customer concerns while coaching employees through challenging situations.
Take ownership of team performance and hold employees accountable for established expectations.
Build strong relationships with operational leadership and cross-functional partners.
Improve communication and collaboration between the support center and other departments.
Lead the implementation of new technologies, tools, and processes that improve efficiency.
Identify opportunities to strengthen workflows and enhance the customer experience.
Promote a positive culture focused on ownership, teamwork, and continuous development.