Hybrid Call Center Manager presso Lee's Air, Plumbing, & Heating
Lee's Air, Plumbing, & Heating · Las Vegas, Stati Uniti d'America · Hybrid
- Professional
- Ufficio in Las Vegas
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.