Call Center Manager

Overview

The Call Center Manager leads customer service, dispatch, inside sales, and scheduling operations within a high-volume, trade-based call center. This role drives revenue growth, operational excellence, and customer satisfaction while developing strong leaders and partnering with executive leadership to support company-wide goals.

Key Responsibilities

• Lead daily operations across customer service, dispatch, and install coordination teams

• Drive booking rates, conversion performance, and customer experience metrics

• Develop and execute operational strategies aligned with growth and revenue targets

• Coach and develop supervisors and team leads; manage teams of 15–20+ employees

• Oversee workforce planning, reporting, and performance management

• Optimize CRM and call center technology, including ServiceTitan

• Partner with Field Operations, Sales, Marketing, and HR to ensure seamless service delivery

• Serve as escalation point for high-impact customer issues

Qualifications

• Experience managing a $20M+ call center operation

• Background in dispatch, customer service, and install coordination in the trades

• Experience in at least two of the following: HVAC, electrical, plumbing, sewer
  (or large single-trade call center experience)

• Proven leadership of 15–20+ person teams

• Strong reporting and performance management skills

• Experience with ServiceTitan and Microsoft Office

Expectations

• In-office role, Monday–Friday (minimum 8 hours/day)

• Hands-on, reliable leader available during team working hours

Benefits

• Medical, dental, vision

• 401(k) with company match

• Supportive Team Environment

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