Call Center Manager

Seaside Plumbing • Bishopville, MD

2d • Onsite

About The Position

As the Call Center Manager, you will lead the performance, development, and day-to-day operations of our Customer Service and Dispatch teams. This role is a high-accountability leadership position where customer experience, performance, communication, coaching, and accountability are paramount. You will lead the people responsible for creating some of the first and most important interactions our customers have with Seaside and coordinating what happens next. The Call Center sits at the intersection of customer experience, sales, field operations, capacity, communication, and revenue. Your CSRs turn a homeowner’s need into an opportunity for Seaside to serve them. Your Dispatchers help make sure we deliver on that promise by coordinating our people and resources effectively. You are responsible for developing both. We invest heavily in coaching, technology, training, communication, and continuous improvement because we believe great performance comes from building great people and strong systems.

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
• The flexibility to support the operation outside normal hours or on occasional weekends when needed
• Are a strong people leader and coach who knows how to develop different personalities
• Are comfortable setting expectations, measuring performance, and holding people accountable
• Understand that great customer service and strong sales performance can—and should—work together
• Can develop both CSRs and Dispatchers while creating one cohesive team
• Use data and KPIs to identify problems and make better decisions
• Communicate exceptionally well and can navigate difficult conversations
• Thrive in a fast-moving environment where priorities can change quickly

Nice To Haves

• Experience with ServiceTitan and/or DispatchPro is strongly preferred
• 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 our 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 our 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

Benefits

• Competitive salary: $55,000–$75,000, based on experience and qualifications
• 100% paid health, dental, and vision insurance for you AND your family
• $15,000 company-paid life insurance with upgrade options
• 401(k) with 4% company match
• Company profit sharing
• Paid vacation, sick time, and holidays
• NO emergency on-call
• Ongoing paid training and professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed