Call Center Manager
Job Description
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
Recommended Jobs
Dental Assistant - Charlottesville Dental Associates
Join Our Team as a Dental Assistant at Charlottesville Dental Associates! Are you passionate about dental care and helping patients achieve their best smiles? Charlottesville Dental Associates is s…
Plant Mechanic Technician
Summary The Plant Mechanic is responsible for monitoring and maintaining the operation of all plant systems and equipment. Including but not limited to balers, conveyor belts, gearboxes, electrical …
Pediatric Speech-Language Pathologist (SLP)
Pediatric Speech-Language Pathologist (SLP) We are seeking a Pediatric Speech-Language Pathologist at our brand new clinic, opening in September 2025! As a valued teammate, you'll provide one-on-o…
Senior Communications Specialist
Job Description Job Description Savan is actively recruiting for a Senior Communications Specialist to provide communications strategy and execution support for a major federal health agency info…
DRY KILN LUMBER PACKER
Woodgrain in Independence, VA is looking for a Dry Kiln Lumber Packer . About Woodgrain: Woodgrain is one of the top millwork operations in the world with locations throughout the United S…
Utility Project Overnight Driver
Job Description Job Description Utility Contractor Overnight Shift 20:00-06:00 Sunday-Wednesday 4x10 work schedule. Based in Fredericksburg with some overnight travel required. The company pays…
Server
For this position, pay will be variable by location - plus tips. Our Servers know our diverse menus inside and out and don’t blink when a Guest orders something vampire style. Our restaur…
Project Manager
Benefits ~401(k) ~401(k) matching ~ Bonus based on performance ~ Dental insurance ~ Health insurance ~ Paid time off Position Overview Project Managers lead our production activiti…
Substitute Teacher
Job Description Job Description Are you interested in working as a Substitute Teacher at Guidepost Montessori? We are always looking to add flexible substitute guides to our on-call list! This p…
JUNIOR eDISCOVERY ANALYST - Ability to obtain Public Trust Required
One of our clients has a full-time opening for a talented and experienced Junior eDiscovery Analyst demonstrating mastery of technical practices for legal professionals. As an eDiscovery Analyst, you…