Contact Center Manager

ProSkill•Anthem, AZ

1d•Onsite

About The Position

ProSkill Services is seeking an experienced, results-driven Contact Center Manager to lead Customer Service, Dispatch, Inside Sales, and Install Coordination operations. The role drives revenue growth, operational efficiency, and exceptional customer experiences through strategic leadership, performance management, and team development. Working closely with executive leadership, the manager sets expectations, optimizes technology, and builds a culture of accountability and continuous improvement. This is a full-time, in-office position in Anthem, Arizona, with the reporting location scheduled to relocate to North Phoenix, AZ 85027, by March 2027. The schedule is Monday through Friday, with a minimum of eight hours daily and a hands-on leadership presence during team operating hours. The stated pay range is $70,000–$80,000 USD. ProSkill Services serves the North Valley and provides plumbing, electrical, heating, and air-conditioning services. The company states that it is an equal-opportunity employer committed to diversity and inclusion and prohibits discrimination and harassment based on protected characteristics.

Requirements

Proven management experience in a high-volume call center supporting a $20M+ annual revenue operation.
Demonstrated success leading teams of 7–15 or more 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.
Able to work full-time in-office Monday through Friday for a minimum of eight hours daily and provide hands-on leadership 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.
Improve 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 team of approximately 10–15 or more employees, including supervisors and team leads.
Foster 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 customer interactions.
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.