Call Center Manager

About This Role

Caring for customers starts with great leaders, and this role is for a passionate, results-driven Call Center Manager to lead a team dedicated to delivering exceptional customer service. As a leader in the HVAC, Plumbing, and Electrical industry, every customer interaction matters. You will oversee a team of customer service professionals, driving performance, developing talent, and creating outstanding customer experiences across phone and digital channels.

Responsibilities

• Lead and inspire two direct reports and 20+ indirect reports, fostering a high-performing, customer-focused team culture built on accountability, teamwork, and continuous improvement
• Coach, mentor, and develop supervisors and team through regular feedback, performance evaluations, and professional development opportunities
• Manage daily inbound and outbound call center operations, ensuring efficient workflows, exceptional service levels, and positive customer experiences
• Monitor and analyze key performance indicators (KPIs), including booking rates, conversion rates, abandoned calls, productivity, and customer service performance
• Forecast call volumes, develop staffing strategies, coordinate schedules, and ensure appropriate coverage during peak periods, weekends, and after-hours operations
• Create an engaging, supportive work environment through employee recognition, team incentives, friendly competition, and initiatives that improve morale and retention
• Maintain communication, productivity, and accountability among remote and hybrid employees through virtual meetings, coaching, and consistent performance expectations
• Identify operational inefficiencies, implement process improvements, and establish consistent procedures that enhance productivity and customer satisfaction
• Utilize call center software, reporting tools, and Microsoft Excel to analyze trends, track performance, and make informed business decisions
• Ensure consistent, professional, and timely customer interactions across phone and digital communication channels while addressing escalated customer concerns
• Partner with leadership and other departments to align call center operations with company objectives, customer expectations, and revenue goals

Requirements

• 3+ years proven management experience in a call center environment
• Able to develop, coach and inspire team in-person and remotely
• Intermediate experience with Microsoft Excel
• Strong data analysis abilities
• Excellent written and verbal communication skills
• Ability to address complaints and issues with effective solutions and a positive attitude
• Passion for delighting customers with above and beyond service
• Excellent time-management and prioritization skills