Call Center Manager - Customer Experience & Dispatch
About The Position
At Beacon, we've built a team that sets a high standard and we're looking for the leader who can help take it even further. We're seeking an experienced Call Center Manager to lead our Customer Service Representatives and Dispatch team while creating an exceptional experience for both our customers and employees. This leadership role is responsible for driving department performance, developing people, improving processes, and ensuring every customer interaction reflects Beacon's commitment to five-star service. This isn't just about answering phones or filling a schedule. It's about building a high-performing team that creates outstanding customer experiences, maximizes technician productivity, and supports the continued growth of our company. If you enjoy coaching others, solving problems, making data-driven decisions, and building winning teams, you'll thrive here!
Requirements
- Leadership experience in customer service, dispatch, or call center management
- Strong coaching, mentoring, and team development skills
- Excellent communication and interpersonal abilities
- Highly organized with exceptional time management skills
- Analytical mindset with strong problem-solving abilities
- Ability to lead in a fast-paced, customer-focused environment
- Proficiency with Google Workspace
- High attention to detail
- Commitment to continuous improvement
- Ability to inspire accountability while maintaining a positive team culture
Nice To Haves
- Experience using ServiceTitan
Responsibilities
- Lead, coach, and develop the CSR and Dispatch teams
- Drive booking performance, technician utilization, and department efficiency
- Oversee daily scheduling and dispatch operations
- Monitor department KPIs and implement improvements
- Conduct coaching sessions, one-on-ones, and performance reviews
- Resolve customer escalations with professionalism and urgency
- Partner with Service Managers and leadership to maximize company performance
- Support hiring, onboarding, and development of new team members
- Ensure department procedures, documentation, and systems remain accurate and effective
- Foster a positive, accountable, customer-first culture
- Continuously improve department processes and customer experience
- Lead by example while living Beacon's Mission, Vision, and Values
Benefits
- Weekly pay
- Leadership development opportunities
- Supportive executive team committed to your success
- Opportunity to build and develop your own department
- A collaborative, values-driven culture
- Ongoing training through Nexstar and leadership development resources
- A company committed to balancing customer satisfaction with employee success
- Health, Dental, Vision, and Life Insurance
- 401(k) with company match
- PTO and Holiday Pay
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
