Sr. Call Center Manager

Spruce Power•Houston, TX

10d•Onsite

About The Position

Spruce Power is seeking a Sr. Call Center Manager, a senior leadership role responsible for overseeing all operations of Spruce Power's Call Center, including the Homeowner Support Team (HOST) and the Special Escalation Team (SET). This role is critical to unifying both departments under a cohesive operational strategy, fostering cross-team synergy, and ensuring an exceptional, consistent customer experience. The Sr. Call Center Manager reports directly to the Director of Customer Experience and partners closely with Legal, Finance, and Operations to resolve complex, high-stakes customer matters.

Requirements

Minimum of 5–7 years of experience in call center or customer service operations, including at least 3 years in a managerial or senior leadership role
Demonstrated experience managing multiple teams or departments concurrently within a call center environment
Proven experience working directly with Legal, Compliance, or Regulatory teams on escalated matters involving attorneys, AG offices, or pre-litigation cases — required
Experience managing regulatory complaints, including AG filings, within a consumer-facing industry
Strong proficiency with CRM and ticketing platforms; experience with ServiceNow preferred
Track record of building cross-functional synergy and leading organizational change
Demonstrated ability to manage complex escalations and navigate legally sensitive situations with composure and sound judgment
High School diploma or GED required.

Nice To Haves

Background in the energy, utilities, or financial services industry is preferred
Bachelor’s degree in business administration, Communications, or a related field preferred.

Responsibilities

Provide unified oversight and strategic direction for the Homeowner Support Team (HOST) and the Special Escalation Team (SET), ensuring aligned goals, shared resources, and consistent service standards.
Create and sustain strong operational synergy between HOST and SET through joint workflows, shared KPIs, cross-training, and open communication channels.
Identify opportunities to reduce interdepartmental silos and implement structured collaboration frameworks to improve case handoffs, escalation routing, and resolution speed.
Champion a unified call center culture centered on accountability, continuous improvement, and exceptional service for homeowners.
Partner with the Live Ops, Operations Process, and System Monitoring teams to coordinate staffing, scheduling, and capacity planning across both departments.
Directly supervise the HOST Supervisor and SET Supervisor, providing coaching, mentoring, and performance leadership.
Conduct regular one-on-ones and performance reviews with direct reports; cascade performance management practices across both teams.
Lead recruitment, onboarding, and development for supervisors and senior agents across the call center.
Build and implement mentorship programs and career-pathing frameworks to retain and develop top talent.
Foster a high-performance, customer-centric culture that motivates team members to exceed expectations.
Serve as the senior escalation point for complex homeowner cases that cannot be resolved at the supervisor level.
Oversee routing and resolution of Attorney General (AG) complaints, regulatory filings, and other legally sensitive matters, ensuring strict adherence to deadlines and regulatory requirements.
Act as the primary liaison between the Call Center and the Legal Department for matters involving pre-litigation, pending lawsuits, communications with opposing counsel, and AG- or attorney-initiated escalations.
Partner with Legal to investigate high-stakes cases, present findings, and develop de-escalation strategies to minimize legal exposure.
Ensure proper documentation of all legal and regulatory escalations; maintain audit-ready records in accordance with Legal and Compliance standards.
Define, monitor, and report on call center KPIs for HOST and SET, including call volume, service levels, first-contact resolution, customer satisfaction, and schedule adherence.
Analyze performance data from both departments to identify trends, root causes, and improvement opportunities.
Prepare and present regular performance reports to senior leadership.
Oversee the monthly finance and operations reports submitted by SET and collaborate with Fin Ops as needed.
Implement quality assurance programs across both teams, including call listening, interaction reviews, and compliance audits.
Lead the design and documentation of new call center processes, policies, and standard operating procedures applicable across both HOST and SET.
Identify and drive initiatives to reduce escalation rates, improve first-contact resolution, and enhance the overall homeowner experience.
Collaborate with the Operations Process team to ensure that new capabilities, tools, and products are efficiently integrated into call center workflows.
Partner with Vendor Management and external service providers to continuously improve outcomes and operational efficiency.