Call Center Manager

Seaside Plumbing•Bishopville, MD

9h•Onsite

About The Position

At Seaside Plumbing, the Call Center Manager leads the performance, development, and day-to-day operations of the Customer Service and Dispatch teams. This role is a high-accountability leadership position focused on customer experience, performance, communication, coaching, and accountability. The Call Center Manager is responsible for leading the team that creates the first and most important customer interactions and coordinating subsequent actions. Success involves knowing why the team wins and having a plan to help them improve when they struggle. This role is for individuals who lead from the front, are willing to have difficult conversations, and hold people accountable. The company emphasizes developing people and building strong systems to achieve great performance.

Requirements

4+ years of leadership or management experience in a call center, customer service, dispatch, inside sales, or similar environment.
A demonstrated history of improving individual and team performance.
Strong customer service, sales, coaching, and de-escalation skills.
Experience working with KPIs, scorecards, call reviews, or other measurable performance tools.
Strong organizational, communication, and problem-solving skills.
Comfort using CRM systems, business technology, and performance reporting.
Flexibility to support the operation outside normal hours or on occasional weekends when needed.

Nice To Haves

Experience with ServiceTitan and/or DispatchPro.
Experience with Microsoft Excel.
Experience with call center phone systems, call recording, dashboards, or similar technology.
Experience using call center data to coach employees and improve performance.
Previous experience in home services or the skilled trades.

Responsibilities

Lead, coach, develop, and hold accountable Customer Service Representatives and Dispatchers.
Establish clear expectations, KPIs, and consistent coaching rhythms for both teams.
Monitor calls, booking, dispatch, and other performance metrics to identify opportunities for improvement.
Develop CSRs in customer communication, booking, de-escalation, and delivering an exceptional customer experience.
Develop Dispatchers in prioritization, communication, decision-making, and effective management of the daily service board.
Ensure strong communication and handoffs between Customer Service, Dispatch, Service Managers, and field teams.
Oversee staffing and scheduling to meet call volume, technician capacity, and seasonal business needs.
Continuously improve the people, processes, technology, and training that drive Call Center and Dispatch performance.