Job Description

Description
The Call Center Manager leads our dynamic and fast-paced Client Care team, ensuring top-tier customer service and efficient call handling. This role oversees daily operations, supports associate development, and drives performance to meet established KPIs. The ideal candidate brings a strong background in call center leadership and has a proven track record managing high-performing teams in a service-focused environment.
Responsibilities
Directly manage and coach a team of 15+ associates to ensure script adherence, customer satisfaction, and performance metrics are consistently met or exceeded
Monitor inbound call volume and associate coverage to ensure efficient handling and minimal wait times
Handle escalated calls and complex customer concerns with professionalism and empathy
Conduct regular call reviews and provide constructive feedback for skill development
Collaborate with the Director to develop and implement process improvements and training programs
Support inside sales efforts by mentoring associates on lead conversion, and outbound appointment setting
Track and analyze performance metrics including call volume, answer rate, booking rate, and CSAT score
Lead by example in delivering a positive customer experience and fostering a culture of accountability, teamwork, and growth
Requirements
3 to 5 years of call center management experience
Strong leadership, coaching, and performance management skills
Proven ability to lead in a high-volume, fast-paced environment
Experience in inside sales or inbound sales, preferably in home services or related industries
Strong problem-solving and critical thinking skills
Excellent communication and interpersonal skills
Experience using CRM and call management systems
Preferred Qualifications
Experience in the HVAC, plumbing, or home services industry
Familiarity with sales tracking and goal-setting tools

Job Tags

Similar Jobs

Shine Infosoft

React Native Developer Job at Shine Infosoft

# Develop and maintain cross-platform mobile applications using React Native # Collaborate with designers to implement pixel-perfect UI/UX designs # Write clean, scalable, and maintainable code following best practices # Integrate APIs, third-party services...

Domino's Franchise

Delivery Driver- - 4510-A Sunset Road -Flexible Schedule Job at Domino's Franchise

...your own car AND listen to music? Delivery Drivers are paid cash nightly , which includes tips and mileage reimbursement .... ...Additional Information Flexible Schedules Cash Paid Daily (mileage + tips) Advancement Opportunities Meal Discounts...

Truckee Meadows Community College

Clinical Medical Assistant Part-Time Faculty Job at Truckee Meadows Community College

...Clinical Medical Assistant Part-Time Faculty Thank you for your interest in Truckee Meadows Community College. If you need assistance or have questions regarding the application process, please contact Human Resources at (***) ***-**** or ****@*****.***...

Singlemind

Front-End React Developer Job at Singlemind

...products that keep them competitive in today's digital landscape. Who we are looking for We have an immediate opening for a React developer to work on an exciting prototype project. The ideal candidate will be able to build a clean, maintainable frontend while...

Performix

Senior React Developer Job at Performix

...Job Description: Position Title: Sr. React Developer Location: Franklin, TN- Nashville HUB Schedule: HYBRID Sr. Front End (React) Web Developer We are looking for a skilled React Developer to join our team. As a React Developer, you...

Call Center Manager Job at One Hour Heating & Air Conditioning Hampton Roads, Virginia Beach, VA

dHhLK1VqWVptTHZINnlKQnRIMjZiVTk4UlE9PQ==