Call Center Manager chez ARCO Home Services
ARCO Home Services · Bedford Heights, États-Unis d'Amérique · Onsite
- Senior
- Bureau à Bedford Heights
Overview:
Call Center Manager Location: Warrensville Heights, OH (full-time in-office)
Arco Home Services is seeking a Call Center Manager who thrives in a dynamic environment, leads with purpose, and knows how to build a results-driven team culture. We believe exceptional customer experiences begin with inspired teams and bold leadership. If you're ready to make an impact, we want to hear from you.
Responsibilities:
- Lead, coach, and develop a high-performing team of 8+ customer service representatives
- Monitor call metrics and performance reports to guide coaching and improve results
- Foster a culture of adaptability, clear communication, and continuous improvement
- Conduct call reviews, 1-on-1 coaching, and goal setting sessions
- Perform employee evaluations and implement corrective actions as needed
- Host team meetings and communicate company updates
- Partner with other departments for streamlined daily operations
- Resolve escalated customer issues efficiently and professionally
- Manage scheduling and administrative documentation
Qualifications:
- 2–5 years of experience in Customer Service, Call Center, or Dispatch
- Minimum of 3 years in management or supervisory roles (call center preferred)
- Strong problem-solving skills and a proactive mindset
- Ability to adapt quickly in a fast-paced, ever-changing environment
- Experience using reporting tools and metrics to drive performance
- Excellent communication and leadership skills
- Proven experience managing and developing teams of 8 or more
- Highly organized and capable of managing schedules, priorities, and KPIs
- Flexible availability to meet business needs
Benefits & Perks:
- Company-paid Medical, Dental, and Vision Insurance
- 401(K) with company matching
- Paid Time Off and Holiday Plan
- Company-provided Life & Disability Insurance
