Call Center Operations Manager

Hawkins Service Company•Tampa, FL

6d•Onsite

About The Position

Hawkins Service Company has served Tampa Bay and Fort Myers since 1993, offering electrical, AC and heating, plumbing, pool repair, and gas services. The company is growing because they hire the best and foster a supportive environment where employees can build fulfilling careers. Their Guiding Principles are Dedication, Dependability, Passion, Honesty, and Service, which shape their hiring, coaching, and recognition practices. The Call Center Operations Manager will lead the Customer Service Representatives and Dispatchers who book and schedule service calls, and will be responsible for the department's booked call and sales goals. This is a hands-on, onsite leadership role requiring a proactive operator who can identify trends, build performance dashboards, and drive daily productivity.

Requirements

5+ years of leadership experience in a call center environment, including recruiting, training, and coaching CSRs and Dispatchers.
Experience with ServiceTitan platform.
Strong Excel, Word, and PowerPoint skills.
Hands-on use of AI tools like ChatGPT, Gemini, and Claude to build reports and work smarter.
Data-oriented and analytical skills to collect, analyze, and use numbers for business decisions.
Coaching personality: ability to teach, inspire, and influence others.
Customer-obsessed mindset, with decisions starting from the customer experience.
High emotional intelligence and a servant leadership mindset.

Nice To Haves

Home services, trades, or dispatch industry experience.
Experience building call center reporting, KPI tracking, and workforce planning processes from the ground up.

Responsibilities

Lead the team of Customer Service Reps and Dispatchers.
Coach CSRs and Dispatchers on converting calls into booked appointments.
Refine call scripts to be clear, compelling, and effective.
Manage dispatch to ensure the right technician is matched to every job.
Set clear performance expectations, hold regular one-on-ones, and coach using data, including recorded call reviews.
Build and maintain daily, weekly, and monthly dashboards covering call volume, booking and conversion rates, abandonment, and response times.
Use AI and modern tools to create reports and automations that improve visibility and reduce manual administrative work.
Lead headcount and workforce planning, including forecasting staffing against seasonal demand, building coverage schedules, and partnering with HR and Operations on hiring.
Keep leadership informed on results, risks, and actions being taken.