Contact Center Manager

ProSkill•Anthem, AZ

1d•$70,000 - $80,000•Onsite

About The Position

ProSkill Services is seeking an experienced, results-driven Call Center Manager to lead Customer Service, Dispatch, Inside Sales, and Install Coordination operations. The position drives revenue growth, operational efficiency, and exceptional customer experiences through strategic leadership, performance management, and team development. The manager works closely with executive leadership to establish expectations, optimize technology, and build a culture of accountability and continuous improvement. This hands-on leadership role oversees daily operations, departmental strategy, KPIs, staffing plans, budgets, and performance expectations. It also focuses on booking and dispatch accuracy, scheduling optimization, quality assurance, technology effectiveness, employee development, customer service, and collaboration with Field Operations, Sales, Marketing, and HR. Success is measured through booking performance, dispatch efficiency, customer experience, revenue contribution, operational efficiency, team development, and technology performance. This is a full-time, in-office position, Monday through Friday, requiring a minimum of eight hours daily and a hands-on leadership presence during team operating hours. The current daily reporting location is Anthem, Arizona; the location is planned to relocate to North Phoenix, AZ 85027, by March 2027.

Requirements

Proven management experience in a high-volume call center supporting a $20M+ annual revenue operation.
Demonstrated success leading teams of 7–15+ employees.
Strong understanding of customer service, dispatch, scheduling, and revenue-driven call center operations.
Experience with ServiceTitan, Microsoft Office, and performance reporting.
Proven leadership, coaching, organizational, and problem-solving abilities.
Full-time, in-office availability Monday through Friday for a minimum of eight hours daily, with hands-on leadership presence during team operating hours.

Nice To Haves

Call center management experience in HVAC, plumbing, electrical, or related home services.
Experience with AI-powered customer service and booking platforms.
Experience overseeing inside sales and install coordination.

Responsibilities

Lead daily operations across Customer Service, Dispatch, Inside Sales, and Install Coordination.
Develop departmental strategies aligned with company revenue, growth, and customer experience objectives.
Establish and monitor KPIs, staffing plans, departmental budgets, and performance expectations.
Identify opportunities to improve booking rates, operational efficiency, and revenue generation.
Provide executive leadership with performance reporting and actionable recommendations.
Drive booking accuracy, dispatch efficiency, technician-to-job matching, and scheduling optimization.
Establish quality assurance standards for customer interactions, inbound and outbound calls, and appointment scheduling.
Maximize the effectiveness of ServiceTitan, CRM reporting tools, and AI-powered customer service platforms.
Oversee AI booking accuracy, call quality reviews, and process improvements.
Identify and eliminate missed opportunities, scheduling errors, and operational inefficiencies.
Lead, coach, and develop a high-performing team of approximately 10–15+ employees, including supervisors and team leads.
Foster a culture of accountability, professionalism, employee engagement, and continuous improvement.
Conduct performance evaluations, provide ongoing coaching, and develop future leaders.
Manage staffing, employee productivity, retention, and workforce development.
Maintain exceptional customer service standards across every customer interaction.
Partner with Field Operations, Sales, Marketing, and HR to align scheduling, staffing, and revenue objectives.
Serve as the escalation point for high-impact customer concerns.
Collaborate with field leadership to maximize technician productivity and ensure seamless service delivery.