Call Center Operations Manager
About The Position
DFX is seeking an experienced and results driven Call Center Operations Manager to lead our multi-market call center operations. This role is responsible for driving booking performance, operational efficiency, team development, and customer satisfaction across all active markets while working closely with Sales, Operations, and Ownership. The ideal candidate has proven experience managing high-volume call center teams in an appointment setting, inside sales, or service driven environment. We are seeking a strong leader who thrives in a fast paced, metrics driven culture and has a track record of coaching teams to achieve performance goals through accountability, process improvement, and consistent leadership. This is not an entry level leadership role. Previous call center management or supervisory experience is required, preferably within the home services industry or a comparable multi-location service environment.
Requirements
- Minimum 3 years of Call Center Management experience
- Experience leading appointment setting, inbound sales, or high-volume customer service teams
- Proven ability to manage team performance using KPI’s, coaching, and accountability measures
- Experience in home services or a comparable fast paced, multi-location service industry
- Strong leadership, communication, and organizational skills
- Full-time, onsite availability in Memphis, TN
Nice To Haves
- Foundation Repair, Waterproofing, HVAC, Plumbing, Roofing, Restoration or other home services industry experience
- Experience managing inside sales teams
- Experience with Salesforce, i360, or similar CRM platforms
Responsibilities
- Oversee daily call center operations across all active markets
- Drive booking performance, efficiency, and customer experience
- Develop and optimize call handling, scheduling, and dispositioning processes
- Lead hiring, onboarding, training, and ongoing development of call center staff
- Monitor agent performance and provide coaching, feedback, and accountability
- Manage schedules to ensure coverage during peak demand
- Implement and maintain quality assurance standards
- Track and analyze KPIs such as conversion rate, handle time, booking rate, and customer satisfaction
- Partner with Sales, Marketing, and Operations to align on goals and execution
- Handle escalations and ensure timely communication to leadership
- Foster a positive, performance-driven team culture
- Recognize and reward high-performing team members
Benefits
- Health, dental, and vision insurance
- Supplemental insurance options including life insurance
- 401(k) with company match
- Paid time off
- Paid training
- Monthly and quarterly performance bonuses
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
