Hybrid Call Center Manager chez Lee's Air, Plumbing, & Heating

Job Summary:

We are seeking an experienced and driven Call Center Manager to oversee the day-to-day operations of our inbound and outbound call center supporting home services. The ideal candidate will have a strong background in customer service management, team leadership, and process optimization within a high-volume, service-driven environment.

Key Responsibilities:

• Team Leadership & Management
• Supervise, coach, and develop a team of call center representatives, dispatchers, and support staff.
• Conduct performance reviews, set goals, and implement training/coaching plans.
• Schedule staff to ensure adequate coverage during peak hours and emergency service periods.
• Operational Oversight
• Manage daily call center operations, ensuring prompt, courteous, and effective customer service.
• Monitor KPIs such as call response time, call quality, conversion rates, and customer satisfaction.
• Implement call scripts and procedures to ensure consistent customer interactions.
• Handle escalated customer issues and resolve complaints efficiently.
• Service Coordination
• Collaborate with field technicians, service managers, and dispatch to ensure seamless communication and scheduling.
• Oversee appointment scheduling, job confirmations, and follow-ups.
• Assist in optimizing service routes and technician productivity.
• Process Improvement
• Analyze call center performance data and develop strategies to increase efficiency and customer satisfaction.
• Implement software and workflow improvements to enhance productivity.
• Maintain knowledge of HVAC services and seasonal trends to anticipate call volume changes.

Qualifications:

• Proven experience (3+ years) in managing a call center or dispatch team, preferably in the HVAC, plumbing, electrical, or home services industry.
• Strong leadership and team-building skills.
• Excellent verbal and written communication skills.
• Knowledge of HVAC terminology, systems, and service operations is a plus.
• Proficiency with CRM, dispatch, or scheduling software (e.g., ServiceTitan, Dialpad, etc.).
• Ability to analyze metrics and develop data-driven action plans.
• Bilingual (English/Spanish) a plus, depending on region.