Call Center Operations Manager

Hawkins Service Company • Tampa, FL

8d • $75,000 - $100,000 • Onsite

About The Position

As our Call Center Operations Manager, you lead the team of Customer Service Reps and Dispatchers who book and schedule every service call, and you own the department's booked call and sales goals. This is a hands-on, onsite leadership role at our Temple Terrace office. We're looking for a proactive operator who spots the trend before it becomes the problem, builds the dashboards that show it, and drives productivity every single day.

Requirements

• 5+ years of leadership experience, including recruiting, training, and coaching CSRs and Dispatchers
• ServiceTitan experience
• Strong Excel, Word, and PowerPoint skills, plus hands-on use of AI tools like ChatGPT, Gemini, and Claude to build reports and work smarter
• Data oriented and analytical – know how to collect, analyze, and use numbers to make business decisions
• Coach's personality: teaching, inspiring, and influencing others
• Customer obsessed – solving customer problems energizes you, and every decision you make starts with the customer experience
• Lead by serving – bring high emotional intelligence and a servant leadership mindset, measuring your success by how well your team and our customers are taken care of

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
• Coach CSRs and Dispatchers on converting calls into booked appointments, and refine call scripts so they're clear, compelling, and effective
• Manage dispatch so the right technician is matched to every job
• Set clear performance expectations, hold regular one-on-ones, and coach from the data – including recorded call reviews
• Own the numbers
• 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 cut manual admin work
• Lead headcount and workforce planning – forecast staffing against seasonal demand, build coverage schedules, and partner with HR and Operations on hiring
• Keep leadership informed on results, risks, and what you're doing about them – no surprises

Benefits

• Medical, dental, and vision insurance
• PTO and paid holidays
• 401(k) plan
• Paid training – including paid Nexstar training

What This Job Offers

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